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I've requested three withdrawals since April 21 of €500 each. I have the withdrawals pending and another €3,000 waiting to be withdrawn. They said the withdrawals would take 1 to 3 days and the deadline has passed and they are still pending. No bonuses or free spins have been used. The account does not need verification. Support always says I have to wait.

Solicitei 3 levantamentos desde dia 21 de abril de 500€ cada. Tenho os levantamentos pendentes e mais 3000€ a aguardar para serem levantados. Disseram de os levantamentos demoravam de 1 a 3 dias e o prazo passou e continuam pendentes. Não foi usado qualquer bónus nem rodadas grátis. A conta não necessita de verificação. O suporte diz sempre que tenho de aguardar.

Dear PauloSilva,

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.

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After 10 days of waiting, I received my first withdrawal. I still have 3 withdrawals to process. I'll wait and give you feedback. Thank you

Depois de 10 dias de espera recebi o meu primeiro levantamento. Ainda tenho 3 levantamentos para serem processados. Vou aguardar e depois dou feedback. Obrigado

Dear PauloSilva,

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. I have already received the withdrawals from the 21st. I'm waiting for the rest of the withdrawals

Boa tarde. Relativamente aos levantamentos do dia 21 já foram recebidos por mim. Encontro me a aguardar pelos restantes levantamentos

Dear PauloSilva,

Can you please advise since when exactly are your current withdrawals pending?

If possible, please forward a screenshot of your pending withdrawals either here or to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Good afternoon.

I've had a withdrawal pending since May 1st. For 11 days. In the chat they always give the same answer and don't resolve it.

Boa tarde.

tenho um levantamento pendente desde dia 1 de maio. Á 11 dias. No chat dão sempre a mesma resposta e não resolvem.

Good afternoon

I still haven't received my withdrawal. I've sent a print to the e-mail

Boa tarde

continuo sem receber o levantamento. Enviei print para o e-mail

14 days have gone by and I haven't received my withdrawal. They constantly give the same answer in the chat and don't solve anything. I can't send the printout of the withdrawal here. Please check if you've received it by email

14 dias se passaram o não recebi o levantamento. No chat dão constantemente a mesma resposta e nada resolvem. Não consigo enviar o print do levantamento por aqui. Verifiquem se receberam por e-mail por favor

I would like to inform you that after 15 days I received the withdrawal. I no longer have any withdrawals pending. Thank you

Informo que passado 15 dias recebi o levantamento. Já não tenho mais levantamentos pendentes. Obrigado

Dear PauloSilva,

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