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Hello,

I made a deposit on the MM group's platform, which claims to be a subsidiary of the KF group, a platform launch. I deposited R$200.00. I won R$7,000.00. When I tried to withdraw, the payment was rejected. I contacted customer support and they informed me that the system was experiencing downtime but would be resolved within 24 hours. My account remained empty, and the payment had not been processed, so I contacted them again. They returned 2,524.00 to my account, which I immediately withdrew, but there was still 4,476.00 left on the platform. The money disappeared, and they aren't giving any clear answers. Attached are all the pieces of evidence I have. I hope you can help me resolve this.

Olá,

fiz um depósito na plataforma do grupo MM que se diz subsidiária do grupo KF, plataforma lançamento. Fiz um depósito de R$200,00. Tive um ganho de R$7.000,00. Tentei fazer saque, deu pagamento rejeitado. Entrei em contato com o atendimento ao cliente, informaram que o sistema estava com indisponibilidade, mas que em 24h resolveriam. Minha conta seguia zerada e o pagamento não havia caído, entrei em contato novamente, devolveram 2,524.00 pra minha conta que imediatamente eu fiz o saque, mas ainda ficaram 4.476,00 na plataforma. O dinheiro sumiu, e eles não falam nada com nada. Segue em anexo todos as provas que eu tenho. Espero que consigam me ajudar a resolver.

Dear Loraklorak,

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. 

• Did you accumulate your winnings with or without an active bonus?
• Do I understand correctly that the casino didn't provide any explanation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

Dear Loraklorak,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.