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hello, I made a withdrawal a few days ago, but it hasn't even gone into the process, should I worry or can I wait normally?

olá fiz um saque ja tem alguns dias mais ate agora nem entrou em processo devo me preocupar ou posso esperar normal?

Dear didizinho,

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

Dear didizinho,

Have you received your withdrawal from the casino yet?

I haven't received my withdrawal yet, it's overdue for exactly 10 days counting from the day I made the withdrawal, it's already in process for almost 11 days closing today.

nao ainda nao recebi meu levantamento esta em atraso a exatamente 10 dias contando do dia que fiz o saque ja esta em processo a quase 11 dias fechando o dia de hoje .

but the deadline there says that it would be up to 3 business days counting one day after the withdrawal request. But I will then wait the 14 days to see!

mais o prazo lá diz que seria ate 3 dias uteis contando um dia após o pedido de saque. Mais vou aguardar então os 14 dias para ver!

Thank you for your reply, didizinho. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

Yes, I had already made other withdrawals even after those that are more late and it has already fallen. But there are some that have been there for many days and still haven't dropped. My account is already verified, everything is fine, I made a withdrawal only with money, but without a bonus, but I already used active bonuses too and fulfilled the withdrawal requirements!

Sim já tinha feito outros saques até depois dos que estão mais atrasados e já caiu. Mais tem alguns que já faz muitos dias e ainda não caiu. Minha conta já é verificada tá tudo certinho, fiz saque apenas com dinheiro msm sem bônus mais já usei bônus ativos tbm e cumpri os requisitos para saque!

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

already entered yes more about that withdrawal he already fell thank you for the information everything worked thanks.

ja avia entrado sim mais sobre aquele saque ele ja caiu agradeço as informações deu tudo certo obrigado.

I apologize, but I am not sure I understand your last message. Could you please clarify? Have you already received your winnings?

one of the withdrawals that was more delayed yes but there are still others.

um dos saques que estava mais atrasados sim mais tem outros ainda.

Could you please clarify how much money you received and how much money you have left to withdraw? Do you currently have any pending withdrawals?

Dear didizinho,

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.

They all fell thanks

Já caíram todos obrigado

Dear didizinho,

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,

Kristina

Casino.Guru