Orozino Casino - O levantamento dos prémios dos jogadores está atrasado.

Dear all,

I am opening this dispute due to problems processing withdrawals on the Orozino Casino platform. Here are the details of what happened:

Withdrawal of R$ 3.700 (25/02/2025)

I requested a withdrawal of $3,700 on February 25, 2025.

After more than 10 days without processing, the withdrawal was canceled without any clear justification.

Remaining balance and second withdrawal of R$280 (09/03/2025 - Carnival Saturday)

After the first withdrawal was canceled, I continued playing and lost part of the balance, leaving only R$1,200.

On March 9, 2025 (Carnival Saturday), I requested a withdrawal of R$280, but as of today (03/06/2025) the amount has not been processed.

When I contact support, I always get the same response that the case has been forwarded to the financial sector, with no deadlines or concrete solution.

The Orozino Casino platform was recommended by Casino Guru, which gave me confidence to play on it. However, the lack of transparency and the delay in processing withdrawals undermine the company's credibility.

I request Casino Guru's mediation so that Orozino Casino fulfills its obligation and processes my withdrawal correctly and within a reasonable timeframe. I am available to provide prints, proof of request and history of communication with support to prove what happened. if you need more evidence I only ask that you only disclose honest casinos this one is not honest

Sincerely,

Romeu da S****

Prezados,

Estou abrindo esta disputa devido a problemas no processamento de saques na plataforma Orozino Casino. Seguem os detalhes do ocorrido:

Saque de R$ 3.700 (25/02/2025)

Solicitei um saque de R$ 3.700 em 25 de fevereiro de 2025.

Após mais de 10 dias sem processamento, o saque foi cancelado sem justificativa clara.

Saldo remanescente e segundo saque de R$ 280 (09/03/2025 – Sábado de Carnaval)

Após o cancelamento do primeiro saque, continuei jogando e perdi parte do saldo, restando apenas R$ 1.200.

No dia 09 de março de 2025 (sábado de Carnaval), solicitei um saque de R$ 280, porém até hoje (06/03/2025) o valor não foi processado.

Ao entrar em contato com o suporte, sempre recebo a mesma resposta de que o caso foi encaminhado ao setor financeiro, sem prazos ou solução concreta.

A plataforma Orozino Casino foi recomendada pelo Casino Guru, o que me deu confiança para jogar nela. No entanto, a falta de transparência e o atraso no processamento dos saques comprometem a credibilidade da empresa.

Solicito a mediação do Casino Guru para que o Orozino Casino cumpra sua obrigação e processe meu saque de forma correta e dentro de um prazo razoável. Estou à disposição para fornecer prints, comprovantes de solicitação e histórico de comunicação com o suporte para comprovar o ocorrido. se precisar de mais provas tenho só peço que só divulguem casinos honesto esse não é honesto

Atenciosamente,

Romeu da S****

Dear romeu3540,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear romeu3540,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I didn't receive any withdrawals. I even lost part of my balance. This bookmaker always paid normally, but after I made a considerable profit, they stopped paying and just started playing games. They always say they're going to refer it to the finance department, but they never resolve it.

I currently have an outstanding withdrawal of R$600, which is what's left, and they won't pay. This is further evidence that they are acting in bad faith.

In addition, I also made a profit with bonuses, and they removed my balance claiming that I wagered an amount and then halved it in the last bet. However, this rule is not mentioned anywhere. Moreover, it is an abusive rule. I suggest you review the bookmakers you advertise.

I have all the evidence to prove these events, including transaction logs, bet prints and conversations with support. I am willing to take the appropriate measures to resolve this situation.

Eu não recebi nenhum saque. Inclusive, perdi parte do saldo. Essa casa de apostas sempre pagava normalmente, mas, depois que obtive um lucro considerável, pararam de pagar e passaram a apenas enrolar. Sempre dizem que vão encaminhar para o departamento financeiro, mas nunca resolvem.

Atualmente, tenho um saque pendente de R$600, que é o que restou, e eles não pagam. Isso é mais uma evidência de que estão agindo de má-fé.

Além disso, também obtive lucro com bônus, e eles removeram meu saldo alegando que apostei um valor e depois reduzi pela metade na última aposta. No entanto, essa regra não está mencionada em nenhum lugar. Além disso, trata-se de uma regra abusiva. Sugiro que vocês revisem as casas de apostas que divulgam.

Tenho todas as provas que comprovam esses acontecimentos, incluindo registros de transações, prints das apostas e conversas com o suporte. Estou disposto a tomar as medidas cabíveis para resolver essa situação.

Dear romeu3540,

I can assure you that we have not recommended this casino—as you can see, its safety index is 5.8/10.

To further review your case, please forward the communication between you and the casino regarding this matter, along with a screenshot of your pending withdrawals, to nikolas.b@casino.guru.

We will be awaiting your response.

Best regards,

Nick

Dear romeu3540,

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.

The bookmaker Orozino.com has serious problems when it comes to withdrawals. Although depositing is extremely easy and quick, the same is not true when it comes to withdrawing winnings. A number of players face constant difficulties, whether it's unjustified cancellations, endless delays or a lack of response from support.

After the first message, customer service becomes practically inaccessible, limited to automatic replies stating that the case will be forwarded to the financial sector, without any real solution. This raises doubts about the transparency of the platform and damages the user experience.

In my case, I've managed to make winnings by playing, but I've never been successful when trying to withdraw them. In the end, I lose the money because the platform simply doesn't allow withdrawal. I know that solving this kind of problem can be difficult, but I'm making this complaint to warn other players and prevent them from going through the same situation. it's a lot of information to talk about if you want to set up a meeting so that I can show you everything live in the best possible way

A casa de apostas Orozino.com apresenta sérios problemas quando o assunto é saque. Embora o depósito seja extremamente fácil e rápido, o mesmo não acontece na hora de retirar os ganhos. Diversos jogadores enfrentam dificuldades constantes, seja por cancelamentos sem justificativa, atrasos intermináveis ou falta de resposta do suporte.

Após a primeira mensagem, o atendimento ao cliente se torna praticamente inacessível, limitando-se a respostas automáticas informando que o caso será encaminhado ao setor financeiro, sem nenhuma solução real. Isso levanta dúvidas sobre a transparência da plataforma e prejudica a experiência do usuário.

No meu caso, já consegui obter ganhos jogando, mas nunca tive sucesso ao tentar sacá-los. No final, acabo perdendo o dinheiro, pois a plataforma simplesmente não permite a retirada. Sei que resolver esse tipo de problema pode ser difícil, mas faço esta denúncia para alertar outros jogadores e evitar que passem pela mesma situação. são muitas informações de conversar se quiserem marcar uma reunião para eu mostrar tudo ao vivo da melhor forma

As you can see, there are no abusive rules anywhere in the world.

Como podem ver até regras abusivas em lugar nenhuma tem essas regars deles

Dear Romeu3540,

Could you please confirm whether your last pending withdrawal has also been lost? If not, could you specify how long it has been pending?

Additionally, please note that in most cases, live chat support is handled by outsourced representatives who do not have direct access to player accounts and cannot take any actions on them. Therefore, it may not be the most reliable source of information for account-related matters.

Awaiting your response.

Best regards,

Nick

the last one was 4 days ago a withdrawal of 100.00 R$

o ultimo foi a 4 dias corridos um saque no valor de 100,00 R$

Dear Romeu3540,

Is this currently your only withdrawal?

If yes, please keep in mind again that it might take up to 14 days for it to be processed.

Let us know once you receive it or it would be pending longer than recommended.

Regards,

Nick

Dear romeu3540,

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.