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I'm trying to make withdrawals and every time it was rejected without showing any reason, so going back to the game account, the support told me to do several things and none of them fit, failing again, and I would like to withdraw my winnings

estou tentando fazer saques e todas as vezes ele foi rejeito sem demonstrar motivo algum, sendo assim voltando para conta do jogo, o suporte falou para fazer diversas coisas e nenhuma se encaixou sendo falho novamente, e eu gostaria de sacar os meus ganhos

Dear ibisencaio,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• What did the casino support advise you to do?

Looking forward to hearing from you.

Best regards,

Tomas

Hi Thomas, how are you? The account c finds everything right, when I asked for support they said that everything was fine with my account and with them, after that I asked why I couldn't withdraw and I didn't get a clear answer just instructions that were not feasible as if the problem was being me. And I did what they asked in the instructions to change pix key I tried via bitcoin smaller values and no return of my earnings. Detail my currency would be the Brazilian Real

Olá Tomás tudo certo ? A conta c encontra tudo certo, quando solicitei o suporte eles falaram que estava tudo certo com minha conta e com eles, pós isso perguntei o porque d não conseguir sacar e não obtive uma resposta clara apenas instruções que não foram viáveis como se o problema estivesse sendo eu. E fiz oque pediram nas instruções trocar chave pix tentei via bitcoin valores menores e nenhum retorno dos meus ganhos. Detalhe minha moeda seria o Real Brasileiro

Dear ibisencaio,

Could you please forward the communication (chat transcripts, emails) between you and the casino to my email at tomas@casino.guru? Was this your first withdrawal from the casino? Which payment methods did you try in order to withdraw? Is your account verified, or did the casino request any documents for verification?

Dear ibisencaio,

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.