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I made a withdrawal on 12/02 via PIX, a Brazilian means of payment in which the withdrawal takes a maximum of 10 minutes. Well until today the 06/12th I haven't received my money.

I tried to talk to more than 8 attendants and they all tell me to wait one more day, so I'm going to wait until Christmas, because every time I have to wait one more day. Or else one of them says that my problem will be passed on to the financial sector and NOTHING happens.

I just want my money

Fiz uma retirada no dia 02/12 via PIX, meio de pagamento brasileiro em que a retirada leva no máximo 10 minutos. Pois bem at´é hoje dia 06/12 não recebi meu dinheiro.

Tentei falar com mais de 8 atendentes e todos falam pra eu esperar mais um dia, desse jeito vou esperar até o natal, pois todas as vezes é pra esperar mais um dia. Ou então algum deles fala que meu problema vai ser passado para o setor financeiro e NADA acontece.

Quero apenas o meu dinheiro

Dear MarllonSales,

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

My account has been verified for months now. I use the casino to make withdrawals practically every week and usually via pix I have to wait a few minutes or a maximum of 1 day, they already make withdrawals using a bank account, usually 1 business day, but never 5 days. The attendants are aware that there is indeed a problem but they just ask me to wait 1 more day and 1 more day and so on. Help me please

Minha conta é verificada já fazem meses. Utilizo o cassino para fazer retiradas praticamente toda semana e normalmente via pix preciso esperar alguns minutos ou no máximo 1 dia, já fazem retiradas utilizando conta bancária, geralmente 1 dia útil, mas nunca 5 dias. Os atendentes estão cientes de que há de fato um problema porém pedem apenas pra que eu espere mais 1 dia e mais 1 dia e assim por diante. Me ajudem por favor

Dear MarllonSales,

Have you received your withdrawal from the casino yet?

Dear MarllonSales,

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.