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I've been waiting since the 20th of May for the withdrawal of earnings.

I made a deposit and despite being entitled to a bonus, I did not play with it, having always called out bets through the "real balance". That allowed me some profit. On the 20th of May I requested a "withdrawal".

It took me until the 17th of June to wait, until, for no reason, I saw my request rejected. After numerous conversations in the chat - in which I am always told to wait and that the money will be credited to me - I am told that the order was only placed on the 17th of June, trying to make a mistake. That is, trying to make me believe that there was a technical problem and that the withdrawal was only processed on the 17th, having always been told by all operators that it had already been processed a month before (this goes back to the 20th of May).

After these conversations, I made a new request to withdraw winnings in exactly the same amount, which dates back to the 22nd of June. As we are on the 29th of June, I don't have the money, justifications or explanations about the absence/delay in reaching my account.

I have several screenshots that prove this.

That way, I won't give up on getting my money back.

I am therefore looking for some justification and faster resolution of the problem from this online casino.

Estou desde o dia 20 de Maio a aguardar o levantamento de ganhos.

Fiz um depósito e apesar de ter direito a bónus, não joguei com o mesmo, tendo sempre grito apostas através do "saldo real". Isso permitiu-me algum lucro. No dia 20 de Maio solicitei um "saque".

Demorei até ao dia 17 de Junho a aguardar, até que, sem motivo, vejo o meu pedido rejeitado. Após inúmeras conversas no chat - no qual me é sempre dito para aguardar e que o dinheiro me será creditado - dizem-me que o pedido apenas foi feito no dia 17 de Junho, tentando equivocar-me. Isto é, procurando que eu acredite que houve um problema técnico e que apenas foi processado o levantamento no dia 17, tendo sempre sido dito por todos os operadores que já tinha sido processado um mês antes (tal remonta ao dia 20 de maio). 

Após essas conversas, realizei novo pedido de levantamento de ganhos exactamente no mesmo valor, que remonta ao dia 22 de Junho. Estando nós a dia 29 de Junho, não tenho o dinheiro, justificações ou explicações sobre a ausência/demora do mesmo em chegar à minha conta.

Tenho várias capturas de ecrã que comprovam isso.

Deste modo, não irei desistir de ter o meu dinheiro de volta.

Procuro, assim, obter alguma justificação e mais rápida resolução do problema por parte deste casino online.

Dear ad_8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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.

Since you had to request a new withdrawal, I would suggest that you wait at least 14 days after requesting the second withdrawal. If you don’t receive your winnings by then, or if your withdrawal is canceled again, please, let us know and we will try to help you.

Thank you for your understanding.

Best regards,

Kristina

I will wait, hoping for a positive result.

Thank you for the answer.

Irei aguardar, esperando um resultado positivo.

Muito obrigada pela resposta.

Dear ad_8,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Good Morning.

I waited 14 days after the 22nd of June and nothing…

Unfortunately I don't have my money and the answer is the same as I was given earlier (before they canceled my withdrawal).

Bom dia.

Aguardei os 14 dias após o dia 22 de Junho e nada…

Lamentavelmente não tenho o meu dinheiro e a resposta é a mesma que me foi dada anteriormente (antes de cancelarem o meu levantamento).

Thank you for the updates, ad_8. Have you made any successful withdrawals before? Could you please confirm that you have passed the verification?

Hello ad_8

We are kindly asking you to make a withdrawal request via bank transfer.

Thank you!

Kind regards

Good afternoon.

Since my previous order was cancelled, I made a withdrawal request via bank transfer.

Boa tarde.

Visto que o meu anterior pedido foi cancelado, efetuei um pedido de retirada através de transferência bancária.

none of my previous requests was possible to withdraw, and I have not, to date, achieved any successful withdrawals.

I already have the KYC verification done.

nenhum dos meus anteriores pedidos foi possível de retirar, não tendo conseguido, até hoje, nenhuma retirada bem sucedida.

Já tenho a verificação KYC feita.

I have just received the transfer of the amount referring to my earnings.

I appreciate the attention given by Casino Guru and Ice Casino.

Acabo de receber a transferência do valor referente aos meus ganhos.

Agradeço a atenção dispensada por parte do Casino Guru e do Ice Casino.

Awesome news, ad_8. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.