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I'm having problems withdrawing! I withdrew €50 after the first mandatory check, but I received an email saying I had to do a second check. Once validated, I went back to withdraw, but what was supposed to take 24 hours is already taking 72 hours. And that's not counting the time wasted analyzing the documents I've already sent. When I talk to support they just tell me I have to wait and they keep asking me for the same documents, but now via live chat. I need help because I don't feel like I'm going to receive my winnings.

Estou com problemas no levantamento! Levantei 50€ apos ter feito a primeira verificação obrigatória, contudo recebi um mail a dizer que tinha de fazer uma segunda verificação. Apos validada, voltei a fazer o levantamento, contudo aquilo que seria suposto demorar 24h já está a chegar as 72h. Isto sem contar com o tempo perdido para análises dos documentos pre enviados. Quando falo com o suporte apenas me dizem que tenho de aguardar e estão me sempre a pedir os mesmos documentos mas agora via live chat. Preciso de ajuda porque não sinto que vá receber os meus ganhos.

Dear miguelvbrandao,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Tomas

I've already provided proof of identity, proof of address, proof of payment, verified my email and cell phone. And they've accepted all the verification steps. The last time I sent it was June 7th. Support only apologizes for the delays and they keep asking me for the same documents back and tell me that I should receive emails with news and even say that I should have received an email asking for these documents that they keep asking me for (transaction history). After always sending the documents, I've never received an email, not even in spam. The fact that it's not possible to communicate directly with the department responsible for verifying and validating withdrawals makes the process very difficult as I feel that some of the support agents don't know exactly what they have to ask for.

Eu já forneci o comprovativo de identidade, o comprovativo de morada, o comprovativo de pagamento, verifiquei o email e telemóvel. E eles já aceitaram todas as etapas de verificação. A última vez que enviei foi dia 7 de junho. O suporte apenas me pede desculpa pelos atrasos e estão me sempre a pedir os mesmos documentos de volta e dizem me que devo receber emails com novidades e até dizem que devia ter recebido email a pedir esses documentos que me estão a pedir constantemente (histórico de transações). Após enviar sempre os documentos nunca recebi um mail, nem no spam. O facto de não dar para comunicar diretamente com o departamento responsável pela verificação e validação dos levantamentos dificulta muito o processo pois sinto que alguns dos agentes de suporte não sabem ao certo aquilo que têm de pedir.

Thanks for your reply and explanation.

• Did the casino accept your bank statements or transaction history since your last reply?
• Were you allowed to request a payout?
• If the issue persists, could you please share your communication with the casino support regarding the delay and document requirements?

Send the information to my email at [email protected] or post screenshots here.

I've already received the money. But they banned my account.

Ja recebi o dinheiro. Mas baniram-me a conta.

Dear miguelvbrandao,

Thanks for your reply. We'll go ahead and mark the complaint as 'resolved' in our system, since the money was returned to you successfully. 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,

Tomas

Casino.Guru