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I have a problem with withdrawing from this casino. I am informing all the data correctly and they are refusing stating that I am entering the data incorrectly or that I am canceling the withdrawal. the account is verified and still they continue to deny my withdrawal.

Dear nandinmendes,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

Could you please advise which fields need to be filled in for the transaction? Did the casino specify which fields are entered incorrectly?

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,

Tomas

First, they said that there was some field typed incorrectly, then they said that I had canceled the withdrawal, and I don't even know and I believe that I don't even have that option. Then they said it had to be done through the same account that the deposit was made. Then finally, it was said that some wrong personal information was entered when requesting. The account has already been verified, I sent my documents to them and they still refuse my withdrawal.

nandinmendes,

Is the pix account you used to deposit the same as the one you want to use for withdrawal? Is the Pix account you used to deposit in your name? Could you forward me the communication between you and the casino regarding the issue with incorrect personal information to tomas@casino.guru?

Yes, the PIX account I used to make the deposit was the same one I used to withdraw.

I am forwarding the email I sent and the response I got.

And yes, the accounts are in my name.

Good morning, I would like to pass on some feedback. I don't know what happened, but today, the withdrawal requests were approved and the money landed in my bank account. I would like you to mark this case as resolved. Thank you all for your effort in solving my problem.

Dear nandinmendes,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru