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I've had withdrawals pending since March 31st. I've made withdrawals before, although they took longer than 24 hours.

Are they trying to find something wrong with my account because I'm withdrawing the daily limit?

I know other people who use the casino and this has never happened.

I've already filed a complaint on the complaint portal but there's been no response. The only answer customer support gives me is that I have to wait and that they can't do anything because it's not their business now. Wait what? 1 month? On top of that, the website says immediate payments... which is a scam.

I tried to withdraw 250€ on March 31st, I withdrew 250€ yesterday and I'm going to withdraw 171€ tomorrow, but they're all pending.

Tenho levantamentos pendentes desde 31 de Março. Já fiz levantamentos anteriormente, embora fossem demorados nunca passou de 24h.

Estão a tentar achar algum problema na minha conta pois estou a levantar o limite diário??

Sei de outras pessoas que usam o casino e nunca aconteceu isto.

Já fiz queixa no portal da queixa mas não houve resposta. A única resposta que o apoio ao cliente me dá é que tenho que esperar e que não podem fazer nada porque agora já não é com eles. Esperar mais quanto tempo? 1 mês? Ainda por cima no site diz pagamentos imediatos.. o que é uma fraude .

tentei fazer no dia 31 de março o levamento de 250€, fiz ontem de 250€ e amanhã vou fazer de 171€, mas ficam todos pendentes.

Dear riitaferreira92,

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 the 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, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Okay, I'll wait. Thank you

Ok vou esperar. Obrigada

Thank you for your response.

If you do not receive your winnings by next Monday, if your withdrawal requests are canceled, or if you encounter any other issue, please let me know, and we will investigate the matter further.

Thank you for your patience and understanding.

They canceled my pending withdrawals and asked me to send documents to verify the account (this was 3 days ago) I sent the documents and the account was verified but they still say they are analyzing it and I have to wait... I had already made withdrawals before but ok... I really don't understand this wait. But I'll wait until next week. Thank you

Cancelaram os meus levantamentos pendentes e pediram para eu enviar documentos para verificar a conta (isto há 3dias) Enviei os documentos e a conta ficou verificada mas ainda dizem que a estão a analisar e tenho que esperar.. eu já tinha feito levantamentos antes mas ok.. Enfim não percebo mesmo esta espera. Mas vou esperar então até para a semana. Obrigada

I've just had my account deactivated ... they say it was fraud please help me! I played normally, everything was fine. I don't know what fraud they're talking about. Every time I won €50 I cashed out and had no active bonus. I think I had 382€ in the account, I had 500€ but I was playing while waiting for the withdrawals and I had losses.

They close the account

Acabaram-me me desativar a conta .. dizem que foi fraude por favor me ajudem! Eu joguei normalmente , estava tudo de acordo. Não sei que fraude estão a falar. Eu cada vez que ganhava 50€ eu levantava e não tinha nenhum bónus ativo. Acho que tinha 382€ na conta, tinha 500€ mas fui jogando enquanto esperava pelos levantamentos e tive perdas.

Eles fecham a conta

they just said that my documents are fake when they are totally real and my account had already been verified! I can send them to you so you can see that they're not fake!!! It doesn't even make sense! They just didn't want to pay me

acabaram de dizer que os meus documentos são falsos sendo que são totalmente verdadeiros e a minha conta já tinha sido verificada! Posso vos mandar para verem que não são falsos!! Nem faz sentido isso! Eles só não queriam me pagar

Thank you for keeping me updated. Please forward me the documents you sent to the casino for verification at veronika.f@casino.guru. Kindly specify which documents you provided and when exactly you sent them.

Good afternoon, I have already sent the documents and prints of the emails of the documents they requested and also that the account had been verified.

I provided proof of address, proof of the €80 deposit on March 29 and bank statements for two accounts. I sent the documents on April 5th.

p.s When the account was closed I think I only had 382€ and no longer 500€

Boa tarde, já enviei os documentos e prints dos e-mails dos documentos que pediram e também que a conta tinha sido verificada.

Forneci o comprovativo de morada, comprovativo do depósito de 80€ no dia 29 de Março e os extratos bancários de duas contas. Enviei os documentos no dia 5 de Abril.

p.s Quando a conta foi fechada acho que só tinha 382€ e já não 500€