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I was playing on ibet and I even made some deposits, however, I ended up losing. But on my last deposit I managed to win 2 times and I had a balance of R$1984.50 and as the account was already verified I asked for the withdrawal, shortly afterwards I received an email saying that the withdrawal was approved and would be paid, until oh well, time passed and I entered the site again and my balance was negative and that my earnings had been canceled. I try to get in touch but simply nobody enters the chat to answer me and it has become impossible to resolve the situation with the casino, please casino guru, I need you to help me to intermediate the resolution of this problem, I lost a few times and no problem happened, finally I I win and now they just cancel my winnings? that's not fair

Estava jogando na ibet e cheguei a fazer alguns depósitos, porém, acabei perdendo. Mas no meu último depósito consegui ganhar 2 vezes e fiquei com um saldo de R$1984,50 e como a conta já estava verificada eu pedi o saque, pouco tempo depois recebi um e-mail dizendo que o saque foi aprovado e seria pago, até ai tudo bem, passou um tempo e entrei novamente no site e o meu saldo estava negativo e que meus ganhos tinham sido cancelados. Tento entrar em contato mas simples ninguém entra no chat para me responder e se tornou impossível resolver a situação com o casino, por favor casino guru, preciso que me ajudem a intermediar a resolução desse problema, perdi alguns vezes e nenhum problema acontecia, finalmente eu ganho e agora eles simplesmente cancelam meus ganhos? isso não é justo

Dear zuguinha321,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela, thanks for the reply. My account was registered with ibet on 06/22/2023 and yes I have already completed the verification process. I have been playing sports betting and my winnings have been accrued without using any bonuses, I have never activated any ibet bonuses. I will attach prints proving the verification of the account and the email they sent me saying that the withdrawal was accepted and would be deposited in my bank account.

Olá Petronela, obrigado pela resposta. A minha conta foi registrada na ibet no dia 22/06/2023 e sim eu já concluí o processo de verificação. Eu tenho jogado em apostas esportivas e meus ganhos foram acumulados sem utilizar nenhum bônus, nunca ativei nenhum bônus da ibet. Irei anexar prints comprovando a verificação da conta e o e-mail que me mandaram dizendo que o saque foi aceito e iria ser depositado na minha conta bancária.

I attached here the prints showing the verified account and the confirmation of my withdrawal being approved.

Anexei aqui os prints mostrando a conta verificada e a confirmação do meu saque ser aprovado.

I saw in another complaint that the address of the casino was incorrect in your database and that is why you contacted the wrong casino, just like the customer of the complaint did, I will put the correct address and license here:

The official license number and issue date is MGA/B2C/748/2019 issued on 03.12.2020. Claymore Malta is licensed by the Malta Gaming Authority (MGA). This public regulatory body is responsible for the governance of all forms of Malta-based gaming. Learn more about the MGA atwww.mga.org.mt.

Copyright (c) 2020. This website is operated by Claymore Malta Ltd. In accordance with Maltese law whose registered office is Level 4, EWREPA Business Center, Triq Dun Karm, Birkirkara BKR9034 - Malta Company Registration C90401

Vi em outra reclamação que na base de dados de vocês estava incorreto o endereço do casino e por isso entraram em contato com o casino errado, assim como o cliente da reclamação fez, irei colocar aqui o endereço e licença correto:

O número oficial e a data de emissão da licença é MGA / B2C / 748/2019 emitido em 03.12.2020. Claymore Malta é licenciada pela Autoridade de Gaming Malta (MGA). Este órgão regulador público é responsável pela governança de todas as formas de jogos baseados em Malta. Saiba mais sobre o MGA em www.mga.org.mt.

Copyright (c) 2020. Este site é operado por Claymore Malta Ltd. De acordo com a lei maltesa cuja sede é o nível 4, EWREPA Business Center, Triq Dun Karm, Birkirkara BKR9034 - Malta Empresa Registro C90401

Thank you, zuguinha321, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.