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Good afternoon,

I've been waiting for a withdrawal to be approved since 09/03 and the casino in the chat always says that it's being processed and that I have to wait and they don't give me any feedback.

the response is always automatic and they've even closed the chat with no response.

i'm sending you a printout of the withdrawal requests that still haven't been updated to this day.

regrettable

Boa tarde,

estou desde dia 09/03 à espera que me aprovem um levantamento e o casino no chat diz sempre que está em processamento e que tenho de aguardar e não me dão qualquer feedback.

a resposta é sempre automática inclusive até já me fecharam o chat sem resposta.

envio um print com os pedidos de levantamento que continuam sem nenhuma atualização até à data de hoje.

lamentavel

Dear Mcmp,

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.

Good afternoon,

I have requested the closure of my account at this casino.

i advise any player not to play on this site as it is not to be trusted!

i hereby conclude my complaint !

Boa tarde,

solicitei o fechamento da minha conta neste casino.

aconselho qualquer jogador a não jogar neste site pois não é de confiança!

dou assim a minha reclamação como concluída !

I requested that my account be closed due to gambling addiction, as shown in the attached printout. They asked me to send an e-mail, to which they have not replied. This closure should be immediate since I've already wagered €900 because they haven't closed my account and I'm requesting the same refund.

Solicitei o encerramento da conta por vício de jogo, conforme print em anexo, solicitaram que enviasse um e-mail, ao qual não respondem. Esse encerramento devia ser imediato uma vez que já apostei 900€ porque não me fecharam a conta e solicito essa mesma restituição

Dear Mcmp,

Please keep in mind that self-exclusion is not instant - the casino has to process your e-mail request and it might take a few working days.

Let us know by next week if your account was successfully excluded.

Awaiting your response.

Regards,

Nick

This is a self-exclusion for gambling addiction. It should always be immediate !!!!

Trata-se de uma auto exclusão por vício de jogo. Deve ser sempre imediata !!!!

They haven't closed my account and they haven't deposited the money in my account!

if the money is not spent by me unconsciously I will demand that it be returned to me as I have already requested the closure of the account due to gambling addiction

Não fecharam a minha conta e não depositaram o valor na minha conta !

caso não o valor seja gasto por mim inconscientemente vou exigir que me seja devolvido pois já solicitei o encerramento da conta por vício de jogo

Dear Mcmp,

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.

Good afternoon, I still haven't received my €900 withdrawal! It's impossible to get through to this casino

Boa tarde, continuo sem receber o meu levantamento de 900€! Impossível chegar a fala com este casino

Dear Mcmp,

Can you please advise if your account is now closed and if yes, since when exactly?

Additionally, please forward the e-mail in which you have requested for self-exclusion to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Dear Mcmp,

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.