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I requested a withdrawal on 10/20/2024, and it has been pending until today. Every day I receive the same responses: "Be patient", "sorry", "we're doing our best", "it's a provider delay". The standard responses are always the same, whether through chat or email. They haven't asked for any documents; I even took the liberty of sending my documents by email but was simply ignored.

It seems to me that this casino is trying to push the customer to the limit so they use and lose their funds; I can't see another explanation. It's regrettable. They also present on their page a complaints site where their casino doesn't even appear, how relevant.

They can keep my money, but I won't cancel the withdrawal; we'll see how far they will go.

Oh well!

Pedi levantamento a 20.10.2024, em estado pendente até ao dia de hoje. Todos os dias as respostas são as mesmas. Tenha paciência, desculpe, estamos a fazer o nosso melhor é um atraso do provedor. Respostas padrão sempre iguais quer no chat, quer por e-mail. Não me pedem qualquer documento, até tomei a liberdade de enviar os meus documentos por mail mas fui simplesmente ignorada.

Parece-me que este casino tenta levar o cliente ao limite para que use os fundos e os perca, não vejo outra explicação. É lamentável. Apresentam ainda na página deles um site para reclamações em que nem o casino deles aparece, pertinente.

Até podem ficar com o meu dinheiro mas não vou cancelar o levantamento, veremos até onde vão.

Enfim!

Dear Verinha37,

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.

I've played at several casinos and never has a withdrawal taken this long without a response. What's more, this casino has mentioned, when requesting a withdrawal, that it takes between 1 and 3 days!

What's more, I know that there are players at this casino who have already received their withdrawals after mine.

What is happening is completely unfounded, and the conclusion is simple: get the player to cancel the request in order to gamble and lose.

Já joguei em vários casinos e nunca um levantamento demorou este tempo sem qualquer resposta. Além disto, este casino tem mencionado, aquando do pedido de levantamento, que o mesmo é feito de 1 a 3 dias!

E mais, sei que há jogadores neste casino que já receberam os seus levantamentos feitos depois do meu.

Não tem qualquer fundamento o que está a acontecer, a conclusão é simples, levar o jogador ao cancelamento do pedido para apostar e perder.

I still haven't received my money. However, I received an SMS 3 with a bonus offer! Fantastic. I obviously didn't take it. They do everything they can to make us lose our money. Lamentable!

Continuo sem receber o meu dinheiro. No entanto recebi uma SMS 3 um mail com oferta de bónus! Fantástico. Como é óbvio não aceitei. Fazem de tudo para perder-mos o nosso dinheiro. Lamentável!

Dear Verinha37,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good afternoon,

the matter was resolved today! I received the amount, however I will never recommend this casino unless you are willing to wait for your money for 14 days!

Thank you.

Boa tarde,

o assunto ficou resolvido hoje! Recebi o valor, no entanto nunca recomendarei este casino a não ser que estejam dispostos a aguardar o vosso dinheiro 14 dias!

obrigada.

Dear Verinha37, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru