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Good morning I'm trying to make a withdrawal in the amount of 750 since the 16th of November 2022 on the 22nd of November the payment was refused since then I've been trying to make the withdrawal and every time it's always been refused today it's the 9th of December and I went again refused every time I get in touch no one can help or talk because it is not being able to withdraw it simply asks to try again I already sent the documentation but still no one can tell me why the money does not come out.

Bom dia estou tentando fazer um saque no valor de 750 desde dia 16 de novembro 2022 no dia 22 de novembro o pagamento foi recusado desde então venho tentando fazer o saque e toda as vezes sempre recusado hj é dia 9 de Dezembro e fui mais uma vez recusado toda vez que entro em contato ninguém consegue ajudar ou falar porque não está dando para fazer o saque simplesmente pede para tentar de novo já mandei a documentação mais msm assim ninguém sabe me falar o motivo pelo qual não sai o dinheiro.

Hello Ale3521,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Magic Red Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good morning, my data, I have already checked my documents several times, I sent them more than once to avoid doubts, now regarding playing with bonuses, I did not play with bonuses only with my money.

Bom dia meus dados já conferi várias vezes meus documentos mandei mais de uma vez para não ter dúvidas, agora referente a jogar com bônus não joguei com bônus só com meu dinheiro.

The biggest problem is that you get in touch in the chat and no one can tell you why it's not working you can't find out the reason for refusing the payment you don't know if you're missing documentation or something else the only thing anyone says is to try and try the withdrawal again, before only the pix withdrawal option appeared after I made the complaint they opened an option for transfer but meanwhile I'm still waiting.

O problema maior é você entrar em contato no chat e ninguém consegue te falar o porquê não está dando certo vc não consegue saber o motivo da recusa do pagamento não se sabe se falta documentação ou outra coisa a única coisa que qualquer uma fala é para tentar e tentar outra vez o saque,antes aparecia somente a opção de saque pelo pix depois q fiz a reclamação abriram uma opção por transferência mais enquanto isso sigo aguardando.

Thank you Ale3521 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Ale3521,

I've just reviewed your case and am very sorry that you came across such an issue. To help you resolve the problem, I will contact the casino.

I would like to invite Magic Red Casino to join this conversation and participate in the investigation. Can you please provide us with any reasons for the problem with the withdrawal request for the player?

Kind regards,

Tomas

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.

Dear Ale3521,

I managed to get in touch with the casino's representatives and will try to find out more information regarding your withdrawal issues.

If the situation has changed though, could you please update us on the current status? Have you already received the funds?

Thank you.

Kind regards,

Tomas

Hello Ale3521,

I hope you are doing well. We have received an update from the casino that you should have already been paid.

Could you please confirm that this is correct and that the matter is now resolved?

Thank you very much.

Kind regards,

Tomas

Dear Alex

Thank you for contacting us,

Your Withdrawal request was already approved and paid on December 14th

Can you please check and confirm?

Thank you

Magic red support team

Dear Ale3521,

Have you received the payment? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Kind regards,

Tomas

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from Ale3521, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas