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I've been trying to withdraw my money for a week and they don't release it every day, it's an excuse first because the account had not been verified, then because the requirements weren't met, every hour an excuse and now they don't give me any more the answer has already been sending me to wait , I am already out of patience because this is a lack of respect and dishonesty with the customers because I was informed that my withdrawal would be processed in 24 hours and I am already more than a week away , a terrible service and the funny that at the time of the deposit it is immediate! This can't keep happening, they think they own the world and there's no law! No financial institution can prevent the withdrawal and transfer of funds from its customers !!!

Estou a uma semana tentando realizar o saque do meu dinheiro e eles não liberam cada dia é uma desculpa primeiro foi porque a conta na havia sido verificada , depois porque não foi cumprido os requisitos , cada hora uma desculpa e agora eles não me dão mais nenhuma resposta já estão a dias mandando eu aguarda , eu já estou sem paciência pois isso é uma falta de respeito e desonestidade com os cliente poisnfui informada de que meus saque seriam processados em 24horas e ja estou a mais de uma semana , um pessimo atendimento e o engraçado que na hora do depósito e imediato ! Isso não pode ficar acontecendo , eles se acham o donos do mundo e que não tem lei ! Nenhuma uma instituição financeira pode impedir a retirada e movimentação dos fundos de seus cliente !!!

Dear eduardastefany979,

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 closed! And they're sending a lot of emails in English that I don't understand at all I had an account balance and sometimes I tried to communicate with the platform and I didn't get a response.

encerraram minha conta ! E estão mandando um monte de e-mail em inglês que não entendo nada eu tinha saldo em conta e busquei por vezes comunicação com a plataforma e não tive resposta aí de uma hora para outra bloqueiam a conta e se apropriam do nosso dinheiro ?

I would like to understand how an outdated platform like this, with several explicit problems, has this qualification on the page... it does not provide any explanation or support! My account has already been closed for days and so far they have not refunded my deposit, I ask for information and this is their response. Worst betting platform and N1 and RABONA! Review these ratings as they may be giving users incorrect information !!

gostaria de entender como uma plataforma defasada desta , com diversos problemas explícitos estão com esta qualificação na página... não presta nenhuma explicação ou suporte ! Já encerraram minha conta a dias e até agora não reembolsaram meu depósito , peço informações e está e a resposta deles. Pior plataforma de apostas e a N1 e a RABONA ! Revejam essas classificações pois podem estar passando informações incorreta aos usuários !!

Thank you very much for your reply, eduardastefany979. Could you please clarify how much money you had in your account when the casino blocked it? Was it 1,820 R$ (dispute value)? Did you accumulate these funds with or without an active bonus?

This amount refers to the deposit I made of $2,000, I placed bets and delivered winnings and losses, this was the balance that remained.

Esse valor e referente ao deposito que fiz de 2.000$ fiz apostas e entrega ganhos e percas esse foi o saldo que permaneceu.

I would like to know how long will I have to wait to receive my money, the platform is inventing one every day

sorry for not paying me , I sent everything that was asked and until now I have not received anything !!! THEY ARE SENDING ME E-MAIL IN ENGLISH I don't understand anything they are asking and this is already becoming a joke !!

this was the email sent by them, after having forwarded all the request data!!

We're contacting your refund. Unfortunately, we're not able to process your refund to Pay4Fun account. Could you, please clarify what E-wallet account do you have for further considerations of your refund? We're waiting for hearing from you back soon.

Should you have any questions or doubts, please do not hesitate to contact us via email or via live-chat.

I didn't understand the request and I want to know how long they will make it difficult to pay me....

Gostaria de saber quanto tempo vou ter que esperar para receber meu dinheiro , a plataforma está cada dia inventando uma

desculpa para não me pagar , enviei tudo que foi pedido e até agora nao recebi nada !!! ESTÃO ME ENVIANDO E-MAIL EM INGLÊS não estou entendendo nada do que estão solicitando é isso já tá virando palhaçada !!

esse foi o email enviado por eles , após de ter encaminhado todos os dados solicitação !!

We're contacting your refund. Unfortunately, we're not able to process your refund to Pay4Fun account. Could you,please clarify what E-wallet account do you have for further considerations of your refund? We're waiting for hearing from you back soon.

Should you have any questions or doubts, please do not hesitate to contact us via email or via live-chat.

não entendi a solicitação e quero saber até quando eles vão dificultar para me pagar....

Do I understand correctly that you have not received any explanation regarding the blocked account? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I'm just waiting for the refund.

Estou aguardando o reembolso apenas.

Did you manage to agree with the casino on an alternative e-wallet? Do I understand correctly that the casino already confirmed they are working on the refund to the new payment method?

I forwarded Pay4fun, astropay, nubank and skrill and so far I have not received a response. They need to be clear and let you know which e-wallet is needed because they just keep putting off the payment.

Encaminhei Pay4fun , astropay , nubank e skrill e ate agora não obtive retorno. Eles precisam ser claros e informa qual carteira eletronica e necessario porque eles so ficam adiando o pagamento.

Thank you very much, eduardastefany979, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I already received the refund.

Ja recebi o reembolso.

Dear eduardastefany979,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas