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Good Morning,

I played for the first time today, I was betting until I managed to make 100 euros.

When I requested the withdrawal, the platform refused without giving a plausible explanation.

I request information and a quick resolution

Bom dia,

Joguei pela primeira vez hoje, fui apostando até conseguir perfazer os 100 euros.

Quando solicitei o saque, a plataforma recusa não dando uma explicação plausível.

Solicito informações e uma rapida resolução

Dear anaraquelcaco,

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

But the payment is not processed because the casino system blocks the payment after 1h without any apparent reason.

Mas o pagamento não chega a ser processado porque o sistema do casino barra o pagamento ao fim de 1h sem justificação aparente.

Thank you very much for your reply, anaraquelcaco. Have you made any successful withdrawals before? Do I understand correctly that you currently don't have any pending withdrawals? How many withdrawal requests have been canceled so far?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear anaraquelcaco,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.