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I requested a withdrawal, but it remains pending under review. I have made other withdrawals, even after this one, and received smaller amounts, but the 400 one has not been paid. Additionally, support is not responding.

Fiz o pedido de retirada e só fica em revisão pendente, já fiz outros saques, até depois e pagaram valores mais baixos, esse de 400 não me pagaram e o suporte não responde.

Dear michelealmeida9,

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

Dear michelealmeida9,

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 morning, my problem hasn't been solved.

Bom dia, meu problema não foi resolvido.

Dear michelealmeida9,

• Can you please advise if your account is verified and if yes, since when exactly?
• Did you accumulate your balance from a bonus or real money?
• Are these your first withdrawal requests from the casino or have you received any in the past from them?

Looking forward to your answer.

Regards,

Nick

My account has been verified since 13/09, I've made other withdrawals, I've played with real money, I've withdrawn 3 times

Minha conta já foi verificada desde 13/09, já fiz outros saques, joguei com dinheiro real, já retirei 3 vezes

Thank you michelealmeida9 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you michelealmeida9 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Leaowin02 Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since we are unable to verify if the casino operates under a valid license and it doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter