7Turtle Casino - Os ganhos de bônus do jogador foram anulados.

I'm a player on a few platforms and this is the first time I've had a problem. This morning, I played for the first time on this platform. I made two top-ups of 50 reais, but I accepted the top-up with a bonus, so I had to unlock 1,400 reais, which was not a problem for me. I made much more than 5 thousand to unlock and I was left with an amount of 650 reais for the withdrawal, to my surprise the withdrawal was not available. When I contacted them, the only thing they told me was that I would have to play a specific game to unlock the value. But the application does not contain any of this, otherwise I would have recharged without accepting the bonus. They don't release my withdrawal and my money is gone, as if I had played and lost everything. I want my money, because in this app I don't play anymore. In my game history it says I played until I lost, but I didn't. They are bastards and count on impunity, because almost nobody knows that this medium exists here. In the captures, there is the most recent one, showing that I made more than 8 thousand and it shows the bankroll's zero value.

Sou jogadora de algumas plataformas e essa é a primeira vez que tenho um problema. Nessa madrugada, joguei pela primeira vez nesta plataforma. Fiz duas recargas de 50 reais, mas aceitei a recarga com bônus, por esse motivo eu tinha que desbloquear 1.400 reais, o que não foi um problema pra mim. Fiz muito mais de 5 mil para desbloquear e fiquei com uma quantia de 650 reais para o saque, para minha surpresa o saque não estava disponível. Quando entrei em contato, a única coisa que eles me falaram é que eu teria que jogar um jogo específico para desbloquear o valor. Mas no aplicativo não consta nada disso, caso contrário, teria feito a recarga sem aceitar o bônus. Não liberam o meu saque e o meu dinheiro sumiu, como se eu tivesse jogado e perdido tudo. Quero meu dinheiro, pois nesse app eu não jogo mais. No meu histórico do jogo, aparece que eu joguei até perder, mas isso não aconteceu. Eles são sacanas e contam com a impunidade, pois quase ninguém sabe que existe esse meio aqui. Nas capturas, tem a mais recente, mostrando que fiz mais de 8 mil e mostra o valor zerado da banca.

Dear patriciazino,

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 specify which exact bonus you have redeemed and played? What is the exact link to the casino website, or is it just an application?

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

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

Best regards,

Petronela

Good Morning! I received reload bonus. First I loaded 50 and received 6 reais of bonus and the second time I loaded 50 more and received 25 reais of bonus. I have two apps exactly like this one and in them I can unlock my balance to withdraw in any game. In that application in question, it doesn't say anywhere that we have to play a specific game to unlock it, even because the bonus came from a top-up, and if I did a top-up, I thought I could play until the value was released. To my surprise, after spending almost 4 hours playing, the withdrawal amount was still blocked.

The link is this:

https://7turtle.com/c-67xrlwKY?lang=pt

Bom dia! Recebi bônus de recarga. Primeiro carreguei 50 e recebi 6 reais de bônus e na segunda vez carreguei mais 50 e recebi 25 reais de bônus. Tenho dois aplicativos exatamente iguais a esse e neles eu consigo desbloquear o meu saldo para saque em qualquer jogo. Nesse aplicativo em questão, não diz em lugar algum que temos que jogar um jogo específico para desbloquear, mesmo porque o bônus veio a partir de uma recarga, e se fiz uma recarga, achei que pudesse jogar até que o valor fosse liberado. Para minha surpresa, depois de ficar quase 4horas jogando, o valor para o saque continuava bloqueado.

O link é esse:

https://7turtle.com/c-67xrlwKY?lang=pt

Thank you, patriciazino, for the clarification. We will add the casino to our database.

Meanwhile, could you please forward your game history to petronela.k@casino.guru?

I want to know what rule I violated? I only have one account in this game. I made two refills of 50 reais each and they did not allow me to withdraw my amount of 650 reais. They are the ones breaking the rules. They think they can do anything and rely on impunity. I want my money. They robbed me.

Quero saber que regra eu violei? Tenho somente uma conta nesse jogo. Fiz duas recargas de 50 reais cada e eles não permitiram que eu fizesse o meu saque no valor de 650 reais. Quem está violando as regras são eles. Acham que podem tudo e contando com a impunidade. Quero meu dinheiro. Eles me roubaram.

They don't provide history. Possibly because they disappeared with my money and erased my history. I sent prints of the amount at the bank still at 500 reais and the two deposits made.

Eles não disponibilizam o histórico. Possivelmente porque sumiram com meu dinheiro e apagaram o meu histórico. Mandei os prints do valor na banca ainda em 500 reais e os dois depósitos feitos.

Thank you very much, patriciazino, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello patriciazino,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite 7Turtle Casino to join the conversation.

Dear 7Turtle Casino,

Can you please provide more information on why the player's winnings were voided?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear patriciazino,

I have tried to contact the casino repeatedly but had no success. Live chat was not helpful at all. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal