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I won 500 euros on October 13. I spoke to the assistants in the chat but the answer was always the same: they're going to ask the department responsible and that they're sorry but the payments are delayed due to the number of cases. The time was 3 working days and it's already been 3 weeks

Ganhei 500 euros no dia 13/10 .Falo com os assistentes no chat mas a resposta é sempre a mesma que vão pedir ao departamento responsável e que lamentam mas que os pagamentos estão em atraso devido ao número de processos. O tempo era 3 dias úteis e já fez 3 semanas

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Dear Lirium86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

I've never cashed out anything and the first time I cashed out I was told there was no need for verification. I deposited 15 euros and was offered a deposit bonus. After a lot of playing it was transferred to my real balance and I continued to play and in total I won 700 but they only let you withdraw a maximum of 500. I withdrew the 500 and the rest remained and I eventually ended up playing them.

Nunca levantei nada e o primeiro levantamento é diz lá que não é preciso verificação. Eu depositei 15 euros e foi me oferecido um bónus de depósito depois de muito jogar foi transferido para saldo real e eu continuei a jogar e no total ganhei 700 mas eles só deixam levantar no máximo 500. Levantei os 500 e o restante ficou e eu eventualmente acabei por joga los.

Thank you for everything, they've just paid me now, thank you very much, I believe it was your intervention because I had to complain here for 4 weeks, thank you very much.

Obrigado por tudo acabaram de me pagar agora muito obrigado acredito que tenha sido com intervenção vossa porque 4 semanas à espera foi preciso eu reclamar aqui muito mas mesmo muito obrigado

Dear Lirium86,

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,

Veronika Fritz

Casino.Guru