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On March 3rd I made an inquiry because I hadn't been paid for more than ten days and the answer was always the same, to wait. However, due to the delay, I decided to cancel and do it again.

On March 12, I made the withdrawal again and to this day, March 22, everything is still the same, always under review. I contacted the chat again and they always gave me the same answer, I sent 3 emails and they didn't even reply.

Dia 3 de março fiz um levantamento pois fiquei mais de dez dias sem receber e a resposta era sempre a mesma, para aguardar. Entretanto devido a demora resolvi cancelar e voltar a fazer de novo.

Dia 12 voltei novamente a fazer o levantamento até ao dia de hoje 22 de março continua tudo igual sempre sob revisão. Volto a contactar o chat e dão sempre a mesma resposta, enviei 3 emails e nem me responderam.

Dear RuteAntunes,

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.

Dear RuteAntunes,

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, yesterday I went back to chat and was told that I had made the withdrawal wrong... as I made a deposit by mbway I had to make the withdrawal by bank transfer and not by fast transfer as I had done. In other words, I had to cancel everything and do it all over again 😔

Boa tarde, ontem voltei a falar no chat e foi me dito que eu tinha feito mal o levantamento.. como fiz um depósito por mbway tinha de fazer o levantamento por bank transfer e não por rápid transfer como tinha feito. Ou seja, tive de cancelar tudo e voltar a fazer de novo 😔

Dear RuteAntunes,

Thank you for the update.

Unfortunately, in that case, we have to advise you to wait at least 14 days again.

Let us know in case the withdrawal would arrive sooner or in case of any issues.

Regards,

Nick

Dear RuteAntunes,

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.

Good afternoon, unfortunately everything is still the same, I can't get the withdrawal. They keep telling me that the finance department is working on the withdrawal, but they don't have a date.

Boa tarde, infelizmente continua tudo igual, sem conseguir o levantamento. Dão me sempre a mesma resposta que o departamento financeiro está a trabalhar no levantamento mas não têm uma data prevista.

Dear Customer,

Thank you for reaching out.

We would like to inform you that the payments were sent to be checked with priority. You will be updated via email as soon as we have news.

We appreciate your patience.

Best regards,

Customer Support

Good morning, thank you for your attention, I've managed to get my withdrawal today.

Bom dia, obrigada pela vossa atenção, hoje já consegui o meu levantamento.

Dear RuteAntunes,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru