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Hello, I would like to open a ticket about a serious problem with my account. I had a total balance of R$1080 on the platform (R$1000 in requested withdrawal and R$80 remaining in the account). Initially the withdrawal was reported as approved, but later the entire balance was confiscated and I was informed in a generic way that there was "fraud", without any detailed explanation or manual analysis of my case.

I would like to request a manual review of the decision by the security team and to be informed of the specific reason for the accusation of fraud, as well as the exact clause of the platform's terms and conditions that was applied to justify the total confiscation of the balance.

I am fully willing to provide any necessary documentation or perform identity verification (KYC) to prove that my account is legitimate. I kindly ask that the case be reviewed by a human attendant and that I receive a clear explanation of the decision taken.

Olá, gostaria de abrir um ticket sobre um problema grave na minha conta. Eu possuía um saldo total de R$1080 na plataforma (R$1000 em saque solicitado e R$80 restantes na conta). Inicialmente o saque havia sido informado como aprovado, porém posteriormente todo o saldo foi confiscado e fui informado de forma genérica que houve "fraude", sem que fosse apresentada qualquer explicação detalhada ou realizada uma análise manual do meu caso.

Gostaria de solicitar uma revisão manual da decisão pela equipe de segurança e que seja informado o motivo específico da acusação de fraude, bem como a cláusula exata dos termos e condições da plataforma que foi aplicada para justificar o confisco total do saldo.

Estou totalmente disposto a fornecer qualquer documentação necessária ou realizar verificação de identidade (KYC) para comprovar que minha conta é legítima. Peço por gentileza que o caso seja analisado por um atendente humano e que eu receba uma explicação clara sobre a decisão tomada.

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Dear Magolyn,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center