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I requested a withdrawal of 700 euros on 16/05. On 19/05 they canceled my withdrawal and asked for extra verification, although my account has been verified since December 2024 and I've already made numerous withdrawals. Then they made me wait for more days!

I have 950 euros in my account. I just want my money and to close my account at this casino.

Solicitei levantamento de 700 euros no dia 16/05. No dia 19/05 cancelaram o meu levantamento e pediram uma verificação extra, sendo que a minha conta está verificada desde dezembro de 2024 e já fiz inúmeros levantamentos. Depois, obrigaram-me a esperar por mais dias!

Tenho 950 euros na conta. Só quero o meu dinheiro e fechar a conta neste casino.

Dear leandrolrj,

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.

Dominika, my account was already verified, and on Monday they asked for extra verification. Today, 22/05/2025, they canceled the withdrawal again and asked for a new selfie, which I had already sent on Monday and they had already accepted.

I'll have to wait for them to accept the new verification, and process the new withdrawal again for another 3 working days, and today is Thursday. I'll have to wait again, and this situation has been going on for two weeks.

STAY AWAY FROM THIS CASINO.

Dominika, a minha conta já estava verificada, e segunda-feira pediram uma verificação extra. Hoje, dia 22/05/2025, cancelaram novamente o levantamento e pediram por uma nova selfie, sendo que já tinha enviado na segunda-feira e já tinham aceite.

Vou ter de aguardar aceitarem a nova verificação, e processarem novamente o novo levantamento por mais 3 dias úteis, sendo que hoje é quinta-feira. Vou ter de aguardar novamente, sendo que esta situação já dura há duas semanas.

FIQUEM LONGE DESTE CASINO.

Dear leandrolrj, 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 advise 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?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Dominika,

Please note that my account has been verified since December 2024.

On 16/05, I requested a withdrawal of 700 euros (the limit) and on 19/05 they canceled the withdrawal. When I contacted the chat, they asked for an extra KYC verification and I had to send a Selfie holding my ID. This selfie was approved, and the account was verified again. As I trusted the chat, I didn't transcribe the conversation.

After the selfie was approved, I made another withdrawal of the same amount, and yesterday, Thursday 22/05, they canceled the withdrawal again. I contacted the chat again, and they asked for another selfie holding the ID, but this time with a screen in the background with the casino website open.

I sent the requested photo, which was again approved and I was again told that the account was confirmed.

This time I transcribed the chat.

However, please note that this is not just a normal KYC procedure, but done on purpose to delay the withdrawal as long as possible, so that I get tired and lose all my money playing. But I won't fall for it.

I'll email you the transcript of yesterday's chat on 24/05 where they confirm that the account is verified.

I will now have to wait another three working days for them to process the withdrawal, with the risk of it being canceled again.

This is unacceptable.

On 04/05 I made a successful withdrawal of 430 EUR and on 15/05 I made another successful withdrawal of 700 EUR. This just shows that they don't want to pay out all the money I've won and want to delay as long as possible.

Dominika,

Por favor, note que a minha conta está verificada desde Dezembro de 2024.

No dia 16/05, solicitei um levantamento se 700 euros (o limite) e no dia 19/05 cancelaram o levantamento. Quando contactei o chat, solicitaram uma verificação KYC extra e tive de enviar uma Selfie segurando o meu ID. Esta selfie foi aprovada, e a conta foi verificada novamente. Como confiei no chat, não fiz transcrição da conversa.

Depois de a selfie ter sido aprovada, voltei a fazer um novo levantamento do mesmo valor, e ontem na quinta-feira dia 22/05, cancelaram novamente o levantamento. Voltei a contactar o chat, e solicitaram mais uma selfie segurando o ID, mas desta vez, com um ecrã no fundo com o website do casino aberto.

Mandei a foto solictada, à qual foi novamente aprovada e disseram-me novamente que a conta estava confirmada.

Desta vez, fiz transcrição do chat.

No entanto, note que isto não é apenas um procedimento KYC normal, e sim feito propositadamente para atrasar o máximo possível o levantamento, e que eu me canse e perca todo o dinheiro jogando. Mas eu não vou cair nessa.

Vou lhe mandar por email a transcrição do chat de ontem dia 24/05 onde eles confirmam que a conta esta verificada.

Vou ter agora de aguardar mais três dias úteis para que processem o levantamento, com o risco de ser cancelado novamente.

Isto é inadmissível.

No dia 04/05 fiz um levantamento com sucesso de 430 EUR e no dia 15/05 fiz outro com sucesso de 700 EUR. Isto só mostra que eles não querem pagar todo o dinheiro que ganhei e querem atrasar o máximo possível.

Dear leandrolrj, have your most recent withdrawal requests been canceled again after you submitted the last selfie with the casino website in the background? Or are those withdrawals still pending?

Alternatively, have you already received the money?

Also, since sending that final selfie, has the casino asked you for any additional verification or documents?

Dear leandrolrj,

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.

After a long wait, I received all my money.

That said, it's settled.

However, it was a stressful experience and I wouldn't recommend this casino to my worst enemy.

Depois de uma looongaaaa espera, lá recebi todo o meu dinheiro.

Dito isto, está resolvido.

No entanto, foi uma experiência stressante e não recomendo este casino nem ao meu pior inimigo.

Dear leandrolrj,

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,

Dominika

Casino.Guru