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I made two withdrawals (50 and 90$) the larger one is still processing, however the other says it was completed successfully but I still haven't received anything. I'd like to know what's going on.

Fiz dois levantamentos (50 e 90$) o de maior quantia ainda está a processar, no entanto o outro diz ter sido concluído com sucesso mas ainda não recebi nada. Gostaria de saber o que está a passar.

Dear A-L3X,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify how many days ago was your withdrawal requested and if you’ve accumulated your winnings with or without an active bonus?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Good night, Thomas.

It really is my first withdrawal at an online casino and yes my KYC was successfully approved. I didn't make deposits with bonuses or play with them, at least to my knowledge. Currently I have already received the payment of 50$ and curiously it was received 2 hours after writing my situation here. However, the 90$ withdrawal is still in the same situation ("In progress..."), I'm waiting 2 days ``waiting, more or less, but if Tomás tells me that it is normal to take up to weeks for the process completed then I will wait patiently.

I've played and even bet on other online platforms and the withdrawal, sometimes even bigger, was quite quick to reach me, 6 hours later, at the most, I had the money in my account. This time I decided to play a little at an online casino, as I had never done it before. After finding out how they operated, I went to entertain myself for a few hours. As soon as I asked for my two withdrawals and one of them (the one for 50$) was considered completed by the casino and the money never arrived again, I decided to come here because I found the situation strange even though I am a little alien to casinos online.

I apologize if I caused any inconvenience with my ignorance and I am very grateful for the prompt and useful response you gave me. I will wait patiently for my other withdrawal to arrive and if anything happens I will get in touch.

Thanks and Regards,

alexander

Boa noite, Tomás.

Realmente é o meu primeiro levantamento em um casino online e sim o meu KYC foi aprovado com sucesso. Não fiz depósitos com bónus e nem joguei com os mesmos, pelo menos com o meu conhecimento. Atualmente já recebi o pagamento dos 50$ e curiosamente foi recebido 2 horas depois de escrever aqui a minha situação. No entanto, o saque de 90$ ainda se encontra na mesma situação ("Em andamento..."), estou à 2 dias ``a espera, sensivelmente, mas se o Tomás me diz que é normal demorar até semanas para o processo ser concluído então irei aguardar pacientemente.

Já joguei e até apostei em outras plataformas online e o saque, por vezes até maior, foi bastante rápido a chegar até mim, 6 horas depois, no máximo, tinha o dinheiro na minha conta. Desta vez decidi brincar um pouco num casino online, pois nunca o tinha feito. Após me informar de como os mesmos operavam fui me entreter umas horinhas. Assim que pedi os meus dois saques e um deles (o tal de 50$) foi dado como concluído por parte do casino e nunca mais chegava o dinheiro é que decidi vir aqui pois achei estranho a situação mesmo sendo-me um pouco alien os casinos online.

Peço perdão se causei algum incómodo com a minha ignorância e agradeço imenso a resposta pronta e útil que me deram. Irei aguardar pacientemente pela chegada do meu outro levantamento e se algo acontecer irei entrar em contacto.

Obrigado e Cumprimentos,

Alexandre

Thanks for your reply, A-L3X. I understand it must be frustrating for you.

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. 

I'll set the timer accordingly.

Hello everyone

We checked once again from our side

The withdrawals are in the status success

Dear A-L3X,

Could you confirm if the withdrawal was a success?

Greetings,

I apologize for the delay in this message, I had some family problems and I completely forgot to let you know that yes, I have in the meantime received all the money I asked to withdraw.

I really appreciate all the attention and patience shown and I apologize once again for the inconvenience caused.

Sincerely,

alexander

Saudações,

Peço desculpa pelo atraso desta mensagem, tive alguns problemas familiares e esqueci-me completamente de avisar que sim, já recebi, entretanto, o dinheiro todo que pedi para levantar.

Agradeço imenso toda a atenção e paciência demonstrada e peço mais uma vez desculpa pelo incómodo causado.

Cordialmente,

Alexandre

No problem A-L3X,

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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru