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I requested a withdrawal of 10500 reais.

it's been 3 days and the deposit has not gone into my account i made another withdrawal on the 18th for only 20 reais which went into the account on time they are locking my money in the house and they only say that the withdrawal was processed by them but it is an outsourced company that makes the payment this is bullshit i want my money at the time of making the deposit to play the pix went into the account on time now it's been 3 days the attendants say that we wait for you to receive your amount this does not exist

Solicitei um saque no valor 10500 reais

já fazem 3 dias e não entrou o deposito em minha conta fiz mais um saque dia 18 de apenas 20 reais que entrou na hora eles estão trancando meu dinheiro na casa e só falam que o saque foi processado por eles mas é uma empresa terceirizada que faz ô pagamento isso é enrolação quero meu dinheiro na hora de fazer o depósito para jogar entrou na hora o pix agora já se vão 3 dias os atendentes dizem que esperamos que voce receba seu valor isso não existe

Dear laismallmann13,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Now my withdrawal that was being processed is pending again this casino is using bad faith they don't want to pay my winnings

Agora meu saque que estava sendo processado voltou a estar pendente esse cassino está usando de má fé não querem pagar meu ganhos

Now they're saying there's no deadline for payment. I played at this house because it had a high casino guru rating, but it looks like the casino guru is misjudging the bookmakers.

Agora falam que não tem prazo para fazer o pagamento joguei nessa casa por ela ter um índice alto no cassino guru mas pelo jeito o cassino guru está avaliando errado as casas de apostas

You have to change the rating of this casino so that no one else falls for this scam.

Olha isso não está em condições de me dar uma data para o depósito vocês tem que mudar a avaliação desse cassino para ninguém mais cair nesse golpe

Now the withdrawal has been canceled and they're saying there's something wrong with my bank, but I received a withdrawal for 20 reais only the 10500 withdrawal is giving me an error, help me!

Agora o saque foi cancelado e estão falando que tem algo errado no meu banco mas recebi um saque de 20 reais só está dando erro no saque de 10500 me ajudem eles estão agindo de má fé

They denied another withdrawal for no reason can you help me casino guru i played on this platform because of your review and recommendation

Negaram mais um saque sem motivo vocês conseguem me ajudar cassino guru joguei nessa plataforma por causa da avaliação e recomendação de vocês

I am sorry to hear about your withdrawals being canceled.

• Could you please share the communication in which the casino justifies its actions to cancel withdrawals?
• Did the casino suggest using another payment method to withdraw your winnings?
• Have you passed account verification in the past?

Please let me know.

they say they have no control over the withdrawal that it is the gateway that commands the withdrawal

I have been in this function since the 17th and I had 10500 to withdraw with all this stress I ended up playing and losing a good part of it and they are trying to get me to pay what is left.

i hope they change the rating of this casino because it is a fraudulent casino that acts in bad faith

dizem que não tem controle sobre o saque que é a gateway que comanda o saque

não sugeriu e fiz a verificação estou desde do dia 17 nessa função tinha 10500 para sacar com todo esse stress acabei jogando e perdendo boa parte e estão me enrolando para pagar o que sobrou

espero que mudem a avaliação desse cassino pois é um cassino fraudulento que age de má fe

Good day. We have clarified the status of the player's withdrawals. According to information from technical support, transactions 25275044956 and 25209581415 were cancelled and returned to the account. Payment 25225408583, based on correspondence in the chat with the client, was received by him.

The support team also made a request to clarify the reasons for the cancellation of payments. After clarification, they responded that the payment systems were unable to process the payments. In such cases, the client is advised to change the details or reduce the amount of payments.

Добрый день. Уточнили состояние выводов игрока. По информации от технической поддержки транзакции 25275044956 и 25209581415 были отменены и возвращены на аккаунт. Выплата 25225408583, исходя из переписки в чате с клиентом, поступила ему.

Также саппорт составил запрос на уточнение причин отмены выплат. После уточнения дали ответ, что платёжные системы не смогли обработать выплаты. В таких случаях клиенту рекомендуется сменить реквизиты или уменьшить сумму выплат.

Thanks for the reply to both parties.

Dear laismallmann13,

• Could you please clarify whether one or more of your withdrawals were successful?
• When was your withdrawal processed and how much did you withdraw?
• Is there any amount you wish to withdraw from the casino left?

Dear laismallmann13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.