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I'm almost 1 month to make the withdrawal on this platform and I just can't. They ask me to check the documentation data and this has been done several times.

The documents have already been sent and approved, but the withdrawal is never completed. I've even sent an email with the infographic of my data conference process and still haven't gotten the withdrawal.

Estou quase 1 mês pra efetuar o saque nesta plataforma e simplesmente não consigo. Eles pedem pra eu checar os dados da documentação e isso já foi feito diversas vezes.

Os documentos já foram enviados e aprovados, porém o saque nunca é concluído. Já enviei e-mail até com o infografico do meu processo de conferência de dados e ainda assim não obtive o saque.

Dear Kianopela,

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.

When exactly did you request your withdrawal? Is it still pending in your account?

Have you accumulated your winnings with or without an active bonus?

Do I understand correctly the casino is asking you for additional documents required for verification? Which documents were requested from you?

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.

Best regards,

Tomas

"When exactly did you request your withdrawal? Is it still pending on your account?"

- Every day! Because after every withdrawal request, I always get an email letting me know that it was cancelled. I go there and ask for withdrawal again.

"Did you accumulate your earnings with or without an active bonus?"

- I used the bonus and fulfilled the rollover. The amounts were transferred to my real balance.

"...is the casino requesting additional documents required for verification? What documents have you been asked for?"

- ALL documents have already been sent and approved. The only one that wasn't approved was the RG because you allege that you don't accept documents with an expiry date... But the RG doesn't have an expiry date! Perhaps it is an error in your translation and interpretation of Brazilian documents.

At the time of withdrawal, fill in the fields exactly as requested and with the data from documents you already have. I've even sent a print of the bank account, but they always claim that they need to double check the number of characters in each document.

You currently have a withdrawal pending.

And that.

"Quando exatamente você solicitou sua retirada? Ainda está pendente na sua conta?"

- Todos os dias! Pois após todo pedido de retirada, sempre recebo um e-mail avisando que foi cancelado. Vou lá e peço saque novamente.

"Você acumulou seus ganhos com ou sem um bônus ativo?"

- Utilizei o bônus e cumpri o rollover. Os valores foram transferidos para o meu saldo real.

"... o cassino está solicitando documentos adicionais necessários para verificação? Quais documentos foram solicitados a você?"

- TODOS os documentos já foram enviados e aprovados. O único que não foi aprovado foi o RG pois vocês alegam que que não aceitam docs com prazo de validade... Mas RG não tem prazo de validade! Talvez seja um erro na sua tradução e interpretação de documentos brasileiros.

No momento do saque, preencho os campos exatamente como é solicitado e com os dados de documentos que vocês já possuem. Já mandei print até da conta bancária, mas sempre alegam que precisam fazer uma dupla checagem no número de caracteres de cada documento.

Neste momento tem um saque pendente.

É isso.

Yet another failed withdrawal attempt. They asked for a bank statement. Because I had already sent and had already been approved.

Mais uma tentativa de saque não aprovada. Pediram extrato bancário. Pois eu já havia enviado e já havia sido aprovado.

Thank you very much, Kianopela, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello! Problem apparently solved by changing the payment method and sending more receipts.

I will not play in this house again.

Thank you so much for the support Guru!! 🙏👳

Olá! Problema aparentemente resolvido com a troca do método de pagamento e mais comprovantes enviados.

Não voltarei a jogar nessa casa.

Muito obrigado pelo apoio Guru!! 🙏👳

Dear Kianopela,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter