Pikebit Casino - A conta do jogador foi encerrada após atrasos no pagamento.

I registered on the PIKEBIT website, made my first deposit, and earned approximately R$ 700.00. I never play with bonuses or participate in tournaments, and thus, I requested a withdrawal. To my surprise, the withdrawal was canceled. I sent numerous emails without receiving any response. They also did not respond to WhatsApp or Telegram messages. Yesterday, I logged back into the site, and the amount was available in my account, but I played and increased it to approximately R$ 1,360.00. I noticed I had been entered into a tournament and quickly met the rollover requirement. I withdrew the amount of R$ 1,320.00, leaving R$ 46.00 in the account. I wasn't even shocked when I saw that they did not transfer the funds to my account and didn't respond to my email. However, they closed my account, and after so many emails without a reply and the repeated non-payment, I will file a complaint for Fraud and Virtual Scam, which will be forwarded to the Federal Police to ensure this platform is permanently shut down.

Efetuei um cadastro no site PIKEBIT, efetuei o primeiro depósito e obtive um ganho de aproximadamente de R$ 700,00. Nunca jogo com bônus ou participo de torneios e, dessa forma, realizei a solicitação de saque. Para minha surpresa, o saque foi cancelado. Enviei inúmeros e-mails, sem resposta. Também não responderam ao WhatsApp e Telegram. Ontem, entrei novamente no site e o valor estava disponível na conta, porém joguei e subi para o valor aproximado de R$ 1.360,00. Vi que haviam me colocado em um torneio, e cumpri o rollover rapidamente. Saquei o valor de R$ 1.320,00, deixando R$ 46,00 em conta. Nem me espantei quando vi que não depositaram o valor na minha conta, nem responderam meu e-mail, no entanto, encerraram minha conta e, após tantos e-mails sem resposta e pelo valor não ter sido depositado várias vezes, registrarei BEO por Estelionato e Fraude Virtual, o qual será encaminhado à Polícia Federal, para que essa plataforma seja definitiva abolida.

Dear vocamargo,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’ve encountered with Pikebit Casino. To better understand and address your situation, could you please provide some additional details?

Initial Withdrawal Issue: When your first withdrawal request was canceled, did the casino provide any explanation or reason for the cancellation? Any details or screenshots of the emails you sent would be helpful.

Communication Attempts: You mentioned that you contacted the casino via email, WhatsApp, and Telegram. Could you please forward any relevant communication or screenshots to petronela.k@casino.guru? This will assist us in verifying your claims and understanding the response (or lack thereof) from the casino.

Account Closure: When your account was closed, did you receive any notification or explanation from the casino regarding the closure? Please share any correspondence related to this action.

Tournament Participation: You mentioned being entered into a tournament unexpectedly. Did the casino provide any information or terms about this tournament, especially concerning its impact on withdrawals?

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

Best regards,

Petronela

Dear Petronela!

The prints and emails are in the possession of the police, except for the ones I emailed to Peter, showing only the amount reached.

Answering your questions:

1) the casino NEVER answered any emails or messages via WhatsApp / Telegram, so I only received emails with a withdrawal confirmation screen and then another email ( bonus@pikebit.com) with another screen stating ONLY that the withdrawal had been canceled.

2) MY messages and emails are in the possession of the police, but I will send you the last two, but I REAFFIRM: they have NEVER answered anything. And I have witnesses.

3) NO. I asked for the payment to be credited to my account and THEN THEY DELETED MY ACCOUNT, again without any answers.

4) The casino NEVER provided any information about ANYTHING. I showed the game to a friend and she told me that I MIGHT have to do the rollover. However, this is only for tournament players and I NEVER accept bonuses or enter tournaments.

This is simply virtual fraud. At least have the dignity to reply to emails and messages.

Prezada Petronela!

Os prints e e-mails estão de posse da polícia, exceto os que enviei por e-mail para Peter, mostrando apenas o valor atingindo.

Respondendo às suas perguntas:

1) o cassino NUNCA respondeu quaisquer e-mails ou mensagens via WhatsApp / Telegram, portanto, eu apenas recebia e-mails com uma tela de confirmação de saque e, na sequência, outro e-mail (bonus@pikebit.com) com outra tela informando APENAS que o saque havia sido cancelado.

2) As MINHAS mensagens e e-mails estão em posse da polícia, porém enviarei os dois últimos, mas REAFIRMO: NUNCA responderam coisa alguma. E possuo testemunhas.

3) NÃO. EU solicitei que o pagamento fosse creditado em minha conta e, APÓS, EXCLUÍSSEM MINHA CONTA, mais uma vez, sem quaisquer respostas.

4) O cassino NUNCA forneceu quaisquer informações sobre NADA. Mostrei o jogo para uma amiga e ela me disse que TALVEZ eu devesse ter que cumprir o rollover. No entanto, isso é apenas para quem participa de torneios e eu JAMAIS aceito bônus ou entro em torneios.

Trata-se pura e simplesmente de estelionato e fraude virtual. Ao menos, tivessem a dignidade de responder aos e-mails e mensagens.

Hi vocamargo,

Thank you for the details you've provided. To better assist you, could you please send us:

• Any remaining emails or screenshots of the casino’s communication, especially those showing the withdrawal process or cancellations.
• The last two emails you mentioned, as well as any terms and conditions that might mention rollover requirements.

Thank you for your understanding, and we hope to hear from you soon.

Petronela:

Just yesterday I sent you what was still with me, as well as CEG's reply.

I have nothing to add beyond what has already been forwarded and forwarded.

And it's a shame that I believed the platform's analysis, because PIKEbit isn't even regulated.

I look forward to immediate action.

Petronela:

Ontem mesmo eu enviei o que ainda estava comigo, bem como a resposta do CEG.

Não tenho nada a acrescentar além do já foi encaminhado e encaminhado.

E é uma pena que eu tenha acreditado nas análises que a plataforma faz, pois o PIKEbit sequer está regulamentado.

Aguardo providências imediatas.

Segue resposta ao meu e-mail:

Dear Sir / Madam,

Curaçao eGaming ("CEG") has received a message from this email address

that may be categorized as related to a player complaint against an

operator. CEG however cannot process the message as it was not

properly filed. Please visit the operator's website and find the CEG

seal and click on it. Verify that the seal is "live". It has to hold

the date of today. After clicking on the seal, scroll down to the

"complaint" section, which is the third page from the top. Now file

your complaint.

Alternatively (and only if there is no seal on the operator's website

or the seal does not work or does not seem authentic) go to

curacao-egaming.com > Public and Players > File a Complaint and file

your complaint there.

Please note that if you do not properly file your complaint, it will

not be read.

Only the Player is allowed to file a Complaint. CEG cannot validate

messages that have been sent in on behalf of someone else without

proof of a proper mandate. Those messages will therefore be dismissed.

Best regards,

Curaçao eGaming | ADR Department

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

PS: Please take a look at our review (here), where you'll see that the casino is operating without a valid license. I'm truly sorry, but at this time, there isn't a regulatory authority you can appeal to.

I opened a formal complaint on the CEG website. I already knew it was illegal and referred the case to the federal police. However, I found out about the casino through this platform and the Brasil Vegas videos. I think they should be taken down immediately, so as not to encourage other people to register. I lost the amount of a single, limited deposit, but there are people who deposit several times and lose their bets. Regarding the printout, this does not appear to customers or in the terms they put up.

Abri uma reclamação formal no site da CEG. Já sabia que da ilegalidade e encaminhei o caso para a polícia federal. No entanto, soube do cassino por essa plataforma e pelo vídeos do Brasil Vegas. Creio que devam ser retirados do ar imediatamente, a fim de não levar outras pessoas a se registrarem. Eu perdi o valor de um único e limítrofe depósito, mas há pessoas que depositam várias vezes e perdem nas apostas. Em relação ao print, isso não aparece para os clientes e nem nos termos que eles colocam.

Dear vocamargo,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Pikebit Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Pikebit Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Thank you for including us in this discussion. We've been following the thread from the beginning and were waiting for the opportunity to respond.

We find it quite unfair that the player has been making negative comments about our website for an entire week without us having the chance to address them.

First, we need the player's login or email to locate their account in our system, as there are no cases of "several emails" that we haven't responded to.

Second, we would appreciate proof that the player sent us multiple emails or Telegram messages that went unanswered.

Regards, 

The Pikebit Team

We have located the player in our database.

His account was temporarily suspended because his fingerprint data matched with other accounts, some of which showed signs of suspicious activity.

The player simply needed to contact support to provide his ID and other required documents.

However, there were no attempts to reach out via Telegram or email. Instead, the player chose to escalate the issue publicly in an aggressive manner. This behavior raises concerns that he may have multiple accounts at our casino and is attempting to avoid completing the KYC procedures.

Regards, 

The Pikebit Team

PIKEBIT, stop making up lies, because I've sent countless emails without any replies. Open WhatsApp and Telegram and see how many messages you've sent, without even answering one of them. You have a SUSPECTED and FRAUDULENT ACTIVITY, not replying to emails (which are now in the possession of the Federal Police, along with the prints, as well as those you copied to other bodies.

You are not even licensed by CEG, as you say in the terms. They blocked my account and disappeared without any explanation of the withdrawal. Ask for my e-mail and any other documents and make the payment. The way they treat customers who, like me, have been left in the lurch with their winnings is aggressive, and when exposed publicly, they prefer to use the same response for everyone, shirking their responsibility to pay out the winnings. What's fraudulent about my account, by the way, because it's a very serious accusation and will certainly have consequences. For once in your lives, be HONEST and pay the amount of R$1,320.00 immediately.

PIKEBIT, parem de inventar mentiras, pois enviei inúmeros e-mails, sem quaisquer respostas. Abram o WhatsApp e o Telegram, e vejam a quantidade de mensagens enviadas, sem que vocês tivessem sequer respondido uma delas. ATIVIDADE SUSPEITA e FRAUDULENTA têm vocês, que não respondem e-mais (que estão de posse agora da Polícia Federal, juntamente com os prints, bem como os que vocês copiados para outros órgãos.

Sequer são licenciados pelo CEG, como dizem nos termos. Bloquearam minha conta é desapareceram sem quaisquer explicações sobre o saque. Solicitem meu e-mail e quaisquer outros documentos e façam o pagamento. Agressiva é forma que tratam o cliente que, como eu, ficaram a ver navios com os ganhos e quando expostos publicamente, preferem usar a mesma resposta para todos, se esquivando da responsabilidade de pagar os ganhos. Aliás, o que há de fraudulento em minha conta, pois é uma acusação muito séria e certamente terá consequências. Sejam, uma vez na vida, HONESTOS e paguem o valor de R$ 1.320,00 imediatamente.

In addition, I have no other accounts and have never been asked for a fingerprint. I'm an honest person and not a criminal organization like you seem to be who read emails and don't reply. There is a WhatsApp number, but without a photo and inactive. Ask for any data and I'll send it to you, but I demand payment.

Complementando: não tenho outras contas e nem foi requerido impressão digital em momento algum. Sou uma pessoa honesta e não uma organização criminosa como parece ser a de vocês que lêem os e-mails e não respondem. Tem um número de WhatsApp, mas sem foto e inativo. Solicitem quaisquer dados e eu os enviarei, mas exijo meu pagamento.



I've just requested a password reset. Where's the email? I've just sent a message via WhatsApp. Where's the reply?

Acabei de solicitar a redefinição de senha. Onde está o e-mail? Acabei de enviar mensagem via WhatsApp. Onde está a resposta?

I've sent you a copy of every email and you haven't even replied. I play, from time to time, on 03 other platforms that have never given me any problems and have support. I've just sent an e-mail to you, with a copy to Jakub, attaching my ID and all the data. Have the decency to send the PIX with the amount I won.

Todos os e-mails foram encaminhados com cópia para vocês e sequer responderam. Jogo, de vez em quando, em outras 03 plataformas que jamais deram problema algum e tem suporte. Acabei de enviar um e-mail para vocês, com cópia para o Jakub, anexando meu RG e todos os dados. Tenham a decência de enviar o PIX com o valor que ganhei.

Setting aside any emotional reactions, I see that you just now sent an email to a nonexistent and unmonitored mailbox. If you did previously sent messages to the same address, this would explain why you didn’t receive a reply. Please note that the only official means of communication with support is through the live help chat.

For some reason, we didn’t receive your recent WhatsApp message or any others. While this technical issue is beyond our control, we will investigate it. In the meantime, we also offer Telegram as an alternative communication channel. You mentioned sending several messages via Telegram as well. Please provide screenshots of these attempts so we can determine why they were not answered or if they were indeed sent.

Once this is clarified, we will ask you to complete the KYC process. You’ll need to send us a high-quality photo of your ID with all edges visible, along with a selfie holding your ID.

Since you have escalated the matter, we also request a copy of your complaint to the CEG and the Federal Police for our legal team to review.

I will provide you with the email address for submitting the necessary documents once we receive the Telegram screenshots.

Unfortunately, due to the volume of unfounded accusations affecting our reputation, we cannot handle this request through the normal procedure.

We have always intended to fulfill our obligations and have consistently paid our players unless there is evidence of fraudulent activity.

Regards,  

The Pikebit Team

Another attempt to avoid responsibility. I'll just send my ID. The complaint to CEG is in the previous messages, now sending BEO and other documents that I have forwarded to the Federal Police, I have no obligation and will not do so. You are illegal in the market. And putting on a website an e-mail that I used to receive messages about canceled withdrawals and which you claim is deactivated, constitutes yet another crime. Pay me what I've earned and that's the end of the story, because you're in no position to demand anything other than the verification document.

Mais uma tentativa de se esquivar das responsabilidades. Enviarei apenas meu RG. A reclamação na CEG está nas mensagens anteriores, agora enviar BEO e outros documentos que encaminhei à Polícia Federal, não tenho a obrigação e nem o farei. Vocês estão ilegal no mercado. E colocar em um site um e-mail que eu recebia mensagens sobre os saques cancelados e que vocês afirmam estar desativado, configura mais um crime. Paguem o que eu ganhei e a história acaba por aqui, pois vocês não estão em condições de exigir nada, além do documento de verificação.

Dear Player,

It appears that you're creating an issue where there may not be one.

I have already requested evidence of your previous communication, as you’ve claimed that we are ignoring you. Once again, please provide screenshots of your Telegram communications, or acknowledge that you didn’t attempt to contact us. This step is crucial for us to proceed with your case.

Please cooperate if you wish to resolve this matter.

Regards

As Pikebit Casino mentioned in their previous post, I’d like to ask everyone to set aside any emotional reactions and focus on resolving this matter calmly and cooperatively.

Dear Pikebit Casino,

Thank you for informing us about the nonexistent support email address. It’s concerning, especially since this email is referenced in paragraph 3.8 of your Terms and Conditions. I’m unclear why a valid email address isn’t provided for players who prefer to reach out via email, which remains a standard method of communication.

Dear vocamargo,

Could you please provide screenshots of your attempts to contact the casino’s support via WhatsApp or Telegram?

Thank you.

That’s the good point, thank you. I do admit that somehow the incorrect address is in our T&C. It will be replaced. But this doesn’t impact the story. The player had a communication channel that is used by hundreds of players daily. It’s Telegram. We need to understand why the player couldn’t reach us as he says.

The screenshots are in the possession of the Federal Police, as are all the messages sent via Telegram and WhatsApp, but I decided to focus on the messages sent via e-mail: support@pikebit.com and WhatsApp. bonus@pikebit.com

Furthermore, I am unable to provide screenshots of the messages sent, as this is an instruction from the PF itself.

And there's nothing to question, because the email doesn't exist and in the last withdrawal, I didn't even receive confirmation in my email as they always did.

Without further ado, I am waiting for an e-mail to send documents for verification and to receive what is rightfully mine.

Not to mention that the emails sent this past week were copied to this site and to CEG.

As capturas de tela estão de posse da Polícia Federal, assim como todas as mensagens enviadas pelo telegram e WhatsApp, sendo que decidi concentrar as mensagens via e-mail: support@pikebit.com e bonus@pikebit.com

Do mais, não tenho como fornecer prints de mensagens enviadas, por ser orientação da própria PF.

E, nem há o que questionar, pois o e-mail não existe e no último saque, sequer recebi a confirmação em meu e-mail como sempre faziam.

Sem mais, aguardo e-mail para enviar documentos para verificação e receber o que é meu, por direito e lei.

Sem mencionar que os e-mais enviados nessa última semana, foram enviados com cópia para esse site e para o CEG.

Dear Kubo:

I sent you an e-mail with my ID and selfie.

As instructed by the Federal Police and my lawyer, I cannot send prints of conversations.

All the ones that were with me were forwarded to the emails:

support@pikebit.com

bonus@pikebit.com

With a copy for you.

I will consider withdrawing the complaint to the PF if the casino in question acts properly and completes the payment via PIX, after you have passed on my documents for verification. As for the rest, it would be very naïve of me to ask my lawyer for the irrefutable evidence that I have forwarded to the competent bodies.

Without further ado, I look forward to hearing from you.

Prezado Kubo:

Encaminhei e-mail com meu RG e selfie.

Por orientação da Polícia Federal e de meu advogado, não tenho como enviar prints de conversas.

Todas as que estavam comigo, foram encaminhadas para os e-mails:

support@pikebit.com

bonus@pikebit.com

Com cópia para vocês.

Considerarei retirar a queixa na PF, caso o cassino em questão aja com idoneidade e conclua o pagamento via PIX, após o seu repasse dos meus documentos para verificação. Quanto aos demais, seria muita ingenuidade de minha parte se solicitasse ao meu advogado as provas irrefutáveis que encaminhei para os órgãos competentes.

Sem mais, aguardo.

To finish my thoughts on casinos:

a) they are not licensed;

b) they say they have no responsibility for an inactive e-mail;

c) they ask for proof of my attempts to contact them, when in fact, if I didn't have it, I would never question anything;

d) they also accuse me, in a frivolous way, trying to misrepresent the facts, of not having contacted the platform, demanding proof that only the casino can clarify and resolve, and of fraudulent activity on my account (a very serious accusation);

e) finally, they demand that I send the statements sent to CEG and the PF.

f) it is very strange to mention the absence of an e-mail address that should be used for password recovery and to which complaints were forwarded with a copy to bonus@pikebit.com.

If they were aware of this complaint on this platform from the start, they should have contacted them much earlier to solve the problem and not turn it into a war field, with false allegations and unfounded accusations. (My contacts were on the casino platform and here).

Without further ado, although I have already sent the verification documents to Kubo's email, with a copy to his email:

bonus@pikebit.com

Finalizando minhas considerações acerca do cassino:

a) não são licenciados;

b) dizem que não têm responsabilidade por um e-mail inativo;

c) solicitam provas das minhas tentativas de contato, quando, na verdade, se eu não as tivesse, jamais questionaria quaisquer coisas;

d) ainda me acusam, de forma leviana, tentando deturpar os fatos, de não ter contatado a plataforma, exigindo provas que apenas compete ao cassino esclarecer e resolver e de atividade fraudulenta em minha conta (acusação gravíssima);

e) por fim, exigem que eu envie as manifestações encaminhadas à CEG e à PF.

f) é muito estranho mencionar a ausência de um e-mail que deveria ser usado para a recuperação de senha e para os quais foram encaminhadas as reclamações com cópia para o e-mail bonus@pikebit.com.

Se estavam cientes dessa reclamação nessa plataforma desde o início, deveriam ter entrado em contato muito antes para solucionar o problema e não transformá-lo em um campo de guerra, com falsas alegações e acusações infundadas. (Meus contatos estavam na plataforma do cassino e aqui).

Sem mais, embora já tenha enviado os documentos de verificação para o e-mail do Kubo, com cópia para o e-mail:

bonus@pikebit.com

After sending an e-mail to this platform yesterday, my verification documents, copied to the e-mails:

support@pikebit.com and bonus@pikebit.com

I am still waiting for this problem to be resolved within 12:00.

After 12 noon, the matter will only be dealt with in the legal sphere.

I am not the one who has to prove anything, because the evidence sent to the PF and the accusations made here by the casino - which are also being monitored by the competent bodies - are irrefutable.

As I prefer to solve the problem amicably by closing the case,

I am waiting for the amount to be credited to my account via PIX.

Após ter enviado ontem e-mail para essa plataforma, meus documentos de verificação, copiados para os e-mails:

support@pikebit.com e bonus@pikebit.com

ainda aguardo a finalização desse problema no prazo de 12h00.

Passadas às 12h00, as providências serão tratadas somente na esfera jurídica.

Não sou eu quem tenho que comprovar absolutamente nada, pois as provas encaminhadas para a PF e as acusações aqui alegadas pelo referido cassino - que também estão sendo acompanhadas pelos órgãos competentes - são irrefutáveis.

Como prefiro solucionar o problema de forma amigável, encerrando o caso,

aguardo o crédito do valor em minha conta, via PIX.

The only message I get from Telegram is that it's not possible to print and that I can't send messages to that contact (Pikebit).

I've gone through all the settings and it hasn't worked.

I think this is a new technical problem that goes beyond your remit.

A única mensagem que recebo do Telegram é que não é possível printar é que não me é possível enviar mensagens para esse contato (Pikebit).

Já mexi em todas as configurações e não funcionou.

Creio que este seja um novo problema técnico que vá além das suas atribuições.

You mentioned that you contacted us multiple times via Telegram, but now you're saying you're unable to send messages. Which one is true?

The player never contacted us via Telegram, at least not in relation to this casino account. This explains why you cannot provide any screenshots of communication. Even now, in the screenshot provided, the player has received login instructions but still hasn't followed them.

Additionally, the player continues to send emails to a nonexistent mailbox, even after being informed that it would not be read. The other address used was a system mailbox—a no-reply address. This behavior is quite unusual. Is the player trying to hide something?

It seems that the player is not interested in finding a constructive solution, but rather in creating unnecessary noise without providing any evidence.

The necessary steps to resolve this situation have been clearly outlined above. Please use kyc( @ )pikebit.com to submit all the required documents.

Unfortunately, we cannot move forward if the player is unwilling to cooperate.

P.S. Dear Kubo, the evidence of fingerprint matches has been sent to your email.

Regards,  

The Pikebit Team

My dear, the previous messages were not published by this platform.

The accusation that I never got in touch is extremely serious and the best proof is above.

YOU HAVE NEVER PROVIDED A COMMUNICATION CHANNEL FOR THE CUSTOMER TO CONTACT YOU.

LEVIANELY, YOU ACCUSE ME OF YOUR IMPROBITIES, as shown by all the evidence forwarded and accepted by the FEDERAL POLICE.

AND YOU CAN ALSO FILE A LAWSUIT FOR MORAL DAMAGES, FRAUD, SLANDER, ILLEGAL OPERATION.

You are the ones who are trying at all costs to distort the facts and blacken my image, in an attempt to dodge something very serious.

Finally, I will immediately send my documents, already sent yesterday to Kubo, by e-mail and I will wait for the PIX, in less than 12h00.

Meus caros, as mensagens anteriores não foram publicadas por essa plataforma.

A acusação de que nunca entrei em contato é gravíssima e a prova maior está acima.

NUNCA FORNECERAM UM CANAL DE COMUNICAÇÃO QUE O CLIENTE POSSA ENTRAR EM CONTATO.

LEVIANAMENTE, vocês ME ACUSAÇÃO DAS SUAS IMPROBIDADES, como demonstram todas as provas encaminhadas e aceitas pela POLÍCIA FEDERAL.

E AINDA CABE AJUIZAMENTO DE AÇÃO POR DANOS MORAIS, ESTELIONATO, FRAUDE, CALÚNIA, OPERAÇÃO ILEGAL.

Quem está tentando, a todo custo, distorcer os fatos e denegrir a minha imagem são vocês, na tentativa de se esquivarem de algo gravíssimo.

Por fim, enviarei imediatamente meus documentos, já enviados ontem para o Kubo, por e-mail e aguardarei o PIX, em menos de 12h00.

As you can see, there is no communication on any channel.

The message that appeared on both Telegram X and normal Telegram (which doesn't allow mobile screenshots) is SPAM, proving once again what I've been saying.

Como podem ver, não há comunicação em nenhum canal.

A mensagem que apareceu tanto no Telegram X quanto no normal (que não permite captura de tela por celular) é de SPAM, comprovando, mais uma vez, o que tenho dito.

Dear vocamargo,

Thank you for confirming receipt of the documents you sent via email. There are a few points I would like to address:

Firstly, I am unclear about your intentions and the specific assistance you seek from our Complaint Resolution Center. You mentioned that screenshots of your attempts to contact the casino's support team are in the possession of the Federal Police. I am unsure what sensitive information those chats could contain, as they should consist solely of your messages, especially since you mentioned that you never received a reply. It is also unclear why you, the Federal Police, or your lawyer consider this information too confidential to share. Our ability to assist is limited if you have already escalated this matter to the authorities, especially if they restrict you from sharing any information with us.

Additionally, I am puzzled by your claim that Telegram is not functioning properly. I personally attempted to send a message to the same contact provided on the casino's website, and it went through without any issues. Nevertheless, I appreciate that you have finally submitted the verification documents to the casino.

Dear Pikebit Casino,

Thank you for providing the details regarding the fingerprint matches. I have responded to your email with some additional questions.

Dear Kubo:

First of all, I tried to resolve this issue directly with the Casino via a non-existent email.

After countless unanswered emails, I installed Telegram and got no replies, even though they were delivered.

The most intriguing thing is that the platform doesn't read the emails or respond to WhatsApp or Telegram, but reported my number as Spam, after I made the withdrawal, didn't receive the confirmation email as usual and had my account closed. And this information was only obtained via the Federal Police.

And I ask you: why did they report my number and that of my lawyer, as well as that of other people to whom I referred the casino, closing my account (because the email support@pikebit.com is not active, if all the information and requests for a solution were there, without a single email coming back to me, as an unknown user or something like that?

That's when I first contacted CEG to ask them to help me get my winnings, as I couldn't get in touch.

Then a friend suggested your platform to play the role of conciliator, in order to receive what is rightfully mine by law.

And so I did.

However, faced with so many unreasonable, distorted and derogatory accusations coming from a platform that doesn't even have a license to operate, I asked my lawyer to try to solve the problem - since he must have received my medical certificate stating that I have cancer and other illnesses.

However, he was also unsuccessful and other people began to have the same problem: messages via email, Telegram and WhatsApp are read but not replied to for some reason and the Telegram account is also reported as Spam.

In the meantime, the PF is trying to find out from Telegram and WhatsApp who the number belongs to, because there is a gang (and I'm not referring to this casino) operating in Brazil, causing people who have no knowledge of gambling or have a compulsion for gambling to lose large sums of money and not even manage to delete their accounts.

As a result, the PF will only proceed with my complaint if I don't receive it and if the casino is found to be in breach of the law.

It's not my intention to harm anyone, but I can't be harmed and I can't know why the messages were read, not answered and reported.

I would appreciate it if you could send me the Telegram step-by-step, as mine no longer lets me forward messages to them.

Without further ado, I hope that my payment will be made as soon as possible, as more than twenty days of this soap opera have passed.

Finally, as soon as I have an answer about the emails, WhatsApp messages and the reason why my telegram was reported by the casino, I will contact you via email with the information that has been discovered.

Without further ado, I believe I have cleared up all your doubts.

Caro Kubo:

Primeiramente, procurei resolver essa questão diretamente com o Cassino, através de um e-mail inexistente.

Após os incontáveis e-mails sem resposta, instalei o Telegram e não obtive respostas, mesmo as mesmas tendo sido entregues.

O mais intrigante é que a plataforma não lê os e-mails nem responde ao WhatsApp ou ao Telegram, mas reportaram meu número como Spam, após eu ter realizado o saque, não ter recebido o e-mail de confirmação como de costume e ter minha conta encerrada. E essa informação apenas foi conseguida via Polícia Federal.

E eu lhe pergunto: por que reportaram o meu número e o de meu advogado, bem como o de outras pessoas para quem indiquei o cassino, encerrando minha conta (pois o e-mail support@pikebit.com não está ativo, se lá estavam todas as informações e pedidos de solução, sem que um único e-mail voltasse para mim, como usuário desconhecido ou algo do tipo?

Foi então que, primeiramente, entrei em contato com o CEG, para que me ajudassem a receber o que ganhei, já que não conseguia contato.

Após, uma amiga me sugeriu a plataforma de vocês, para fazerem o papel de conciliação, com a finalidade de receber o que é meu por direito e por lei.

E assim o procedi.

No entanto, diante de tantas acusações descabidas, distorcidas e em caráter pejorativo vindas de uma plataforma que sequer tem licença para operar, solicitei ao meu advogado que tentasse resolver o problema - uma vez que deve ter recebido meu atestado médico, constatando que sou portadora de câncer e outras enfermidades.

No entanto, ele também não teve sucesso e outras pessoas começaram a ter o mesmo problema: as mensagens via e-mail, telegram e WhatsApp são lidas, porém não respondidas por alguma razão e ainda reportam a conta do Telegram como Spam.

Nesse ínterim, a PF está buscando junto ao Telegram e ao WhatsApp, saber de quem pertence o número, pois há uma quadrilha (e não estou me referindo a esse cassino) operando no Brasil, fazendo com que pessoas que não tenham conhecimento de jogo ou possuam compulsão por jogos, tenham perdido quantias vultosas e sequer conseguiram excluir suas contas.

Dessa forma, a PF apenas dará andamento à minha reclamação se eu não receber e se for comprovado mais infrações do cassino.

Não é minha intenção prejudicar quem quer que seja, mas eu não posso ser prejudicada e nem saber por quais razões as mensagens foram lidas, não respondidas e reportadas.

Agradeço se puder me enviar o passo a passo que do Telegram, pois o meu não me deixa mais encaminhar mensagens para eles.

Sem mais, espero que meu pagamento seja efetuado o quanto antes, pois já se passaram mais de vinte dias dessa novela.

Por último, ressalto que assim que tiver uma resposta sobre os e-mails, mensagens de WhatsApp e do motivo de meu telegram ter sido reportado pelo cassino, entrarei em contato via e-mail com as informações que foram descobertas.

Sem mais, creio que tenha esclarecido todas as dúvidas.

We have received the ID and selfie.

Following the lawyer's recommendations, and given that you mentioned involving the Federal Police, we still require the details and a copy of your statement to the PF in order to understand our potential defense strategy or losses.

This is necessary because the situation has moved beyond the typical relationship between the casino and the player.

Regards

Unfortunately, these documents are confidential and cannot be passed on, since, in case you don't understand the laws governing cyber investigations, as it is not a single complaint that exists against the platform (which is not the only one), made by other people as well, they are with the investigators, without me having access, before being concluded or in the event of a request to delete MY complaint. Only mine, not other people's.

For my part, I will choose to withdraw it, but I don't have access to the other complaints and people who have reported for the same reasons as me. And that's without taking into account the number of very serious accusations I've received, which would warrant a lawsuit for various offenses.

Finally, I am waiting for the amount of R$1,320.00 to be credited to my account by 4pm today.

Without further ado and because I have no way of sending documents that are part of an ongoing investigation, carried out BY MANY PEOPLE with the same problem, I end any replies and await the amount in my account.

I don't think you should be worrying about requesting these documents, which are confidential to the PF, but rather about solving the problem once and for all, because it seems to me and to those who read this that there is no interest in this immediate solution, which has dragged on for more than 15 days, and only the consequences for the casino matter, which generates even more suspicion.

Instead, try to solve the I.T. problems (unequivocal responsibility of the platform) by replying to emails, regulating the casino, informing who the WhatsApp number is that seems inactive, an active email (although inactive emails return to the sender, which has not happened) and leaving support via chat, as on most platforms, as well as the immediate KYC verification of the account required when opening, avoiding a sequence of serious problems.

Furthermore, I will no longer respond or withdraw my complaint if this extends beyond the above deadline.

I would also ask the platform to close the complaint after 4pm, with the appropriate information on PAYMENT COMPLETED, with my sincere thanks.

If this does not happen, I request that the mediation be closed and recorded as unresolved, as this dispute has already exceeded all limits of what is acceptable and of respect for the consumer.

WITHOUT FURTHER ADO AND I LOOK FORWARD TO HEARING FROM YOU.

Infelizmente, esses documentos são confidenciais e não podem ser repassados, uma vez que, caso não entenda das leis que regem investigação cibernética, por não se tratar de uma única denúncia que existe contra a plataforma (que não é a única), feita por outras pessoas também, os mesmos se encontram com os investigadores, sem que eu tenha acesso, antes de ser concluída ou em caso de solicitação da exclusão de MINHA denúncia. Somente da minha e não das outras pessoas.

De minha parte, eu optarei por retirá-la, mas não tenho acesso às demais denúncias e pessoas que reportaram pelos mesmos motivos que eu. E isso, sem levar em consideração, a quantidade de acusações gravíssimas que recebi, o que caberia ajuizamento de ação por vários delitos.

Do mais e finalizando, aguardo o crédito do valor de R$ 1.320,00 em minha conta, até às 16h00 de hoje.

Sem mais e por não ter como enviar documentos que são parte de uma investigação em andamento, feita POR VÁRIAS PESSOAS com o mesmo problema, finalizo quaisquer respostas e aguardo o valor em minha conta.

Creio que não devessem estar preocupados em solicitar tais documentos que são confidências à PF e, sim, em solucionar de vez o problema, pois parece-me e aos que lêem, que não há interesse nessa solução imediata e que se arrasta por mais de 15 dias, importando apenas as consequências para o cassino, o que gera ainda mais suspeita.

Ao invés disso, procurem solucionar os problemas de T.I. (responsabilidade inequívoca da plataforma), respondendo aos e-mails, regulamentando o cassino, informando de quem é o número de WhatsApp que parece inativo, um e-mail ativo (embora e-mails inativos retornem ao remetente, o que não ocorreu) e deixando o suporte via chat, como na maioria das plataformas, bem como a verificação KYC imediata da conta requerida na abertura, evitando uma sequência de problemas graves.

Do mais, não mais responderei e nem retirarei a minha queixa se isso se prolongar além do prazo acima.

Solicito, ainda, a essa plataforma, que após às 16h00, com a devida informação de PAGAMENTO CONCRETIZADO, que encerre a reclamação, com meus sinceros agradecimentos.

Caso isso não ocorra, solicito o encerramento da mediação, constando como não resolvida, pois esse embate já ultrapassou todos os limites do aceitável e do respeito ao consumidor.

SEM MAIS E NO AGUARDO.

Please note: a cybercrime investigation is the responsibility of the PF and whistleblowers only have access to information when they need more information or when the complaint is withdrawn or finalized.

Cybercrime. Law 14.13 2/2021. Law 14.155/2021. Cybercrime. Cybercrime.

As mentioned above, I have nothing to add, except to request that this mediation be sent in full to my e-mail address and that it be closed, following the information Pix received.

Cordially,

Ressaltando: uma investigação de crime cibernético é de responsabilidade da PF e os denunciantes apenas têm acesso à alguma informação ou quando precisam de mais informações ou quando a queixa é retirada ou quando é finalizada.

Crimes Cibernéticos. Lei 14.13 2/2021. Lei 14.155/2021. Cibercrime. Crimes Virtuais.

Como mencionado anteriormente, nada tenho a acrescentar, exceto a solicitação do envio completo dessa mediação para o meu e-mail e o encerramento da mesma, após a informação de Pix recebido.

Cordialmente,

Well, unfortunately the deadline for an amicable solution has passed. I haven't received my winnings by the stipulated time.

Bom, infelizmente o prazo para uma solução ainda amigável se esgotou. Não recebi meus ganhos até o horário estipulado.

Dear vocamargo,

I must clarify that our process does not operate in the manner you have suggested. While we are here to assist, setting your own deadlines and ultimatums is not appropriate in this context.

Furthermore, I regret to inform you that our services do not cover issues related to cybercrimes. Our team does not have the specialized tools, resources, or legal authority required to investigate or address such matters. Since the Federal Police is already involved and posses the majority of the relevant evidence, we are unable to proceed with our investigation.

Given these circumstances, I have no choice but to reject your complaint. Unfortunately, I am unable to send this complaint thread to your email directly. However, you are welcome to copy its content for your own records and use it as you see fit. Please note that this complaint thread will remain public unless you request otherwise. If you wish to hide the posts, kindly send an explicit request to my email at jakub.m@casino.guru.

Should you decide to cooperate in the future, you may request to reopen your complaint after providing all the documents previously requested. Additionally, if you have any further questions or concerns, please do not hesitate to reach out to me at the email address provided above.

I apologize that we could not be of more assistance on this occasion. Thank you for your understanding.

If you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center again.

Best Regards,

Kubo