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I won a bonus without a deposit, I hit the roller and made the deposit, but for almost 1 month the support has only been fooling me and not paying

Ganhei bonus sem deposito bati o rolover e realizei o depósito porém faz quase 1 mes que o suporte só me enrola e não paga

Dear derenciom,

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

Could you please forward any relevant conversation between you and the casino? Could please advise if the casino requested any documents for verification of your account?

I’ll be looking forward to your reply.

Best regards,

Tomas

The documents were requested and approved... it was then that I requested the withdrawal via skrill after several days contacting support they informed me that it would not be possible to make the payment in skrill that I would have to add a wallet that received via bitcoin, in Last Wednesday I canceled my withdrawal and added my address to be paid in bitcoin on binance, support advised me that in 3 days I would be paid and so far nothing.

Foi solicitado os documentos e aprovados... foi então que solicitei o saque via skrill após vários dias entrando em contato com suporte eles me informaram que não seria possível realizar o pagamento na skrill que eu teria que adicionar uma carteira que recebia via bitcoin, na quarta feira passada cancelei meu saque e adicionei meu endereço para ser pago em bitcoin na binance, o suporte me orientou que em 3 dias seria pago e até agora nada.

Thanks for the reply derenciom.

Could you advise what is the status of your withdrawal as it appears in your account? If there is any relevant communication between you and the casino, please forward it to tomas@casino.guru. Alternatively, you can post it here.

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 the 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, please, let us know and we will intervene and try to help you.

That's right... the problem is that they give me a payment date and if I don't comply, it just keeps postponing.

Correto... o problema é que eles me dão uma data de pagamento e não cumpre só vai adiando.

I just spoke to support and they said they'll try to pay today

Acabei de falar com suporte e disse que vai tentar pagar hoje

Thanks for the update, derenciom. Let's stay positive and hope for more good news soon. Keep us informed regarding your withdrawal.

Problem solved the casino made my payment today. Thank you very much

Problema resolvido o cassino realizou o meu pagamento hoje. Muito obrigado

Dear derenciom,

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,

Tomas

Casino.Guru