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I made a deposit normally and met all the wagering requirements. After requesting the withdrawal, they asked for an account verification with an ID card and proof of residence. Then they kept saying for four days that they were having technical problems. Additionally, every time they sent that message, they offered promotions if I canceled the withdrawal. Today, I put courtesy aside and threatened to leave a complaint here on Casino Guru. It seems they got worried and are finally going to send my money, but even so, I want to leave my negative review and complaint here.

Realizei um depósito normalmente e atendi todos os requisitos de aposta, apos solicitar o saque alem de pedirem uma verificação de conta com Carteira de Identidade, Comprovante de Residência, ainda ficaram 4 dias dizendo que estavam com problemas técnicos, e sempre depois dessa mensagem eles ofereciam promoções se eu cancelasse o saque. Hoje eu deixei de lado a simpatia e ameacei eles de deixar uma reclamação aqui no Casino Guru, parece que eles ficaram reciosos e vao finalmente mandar meu dinheiro, porém mesmo assim quero deixar minha avaliação negativa e reclamação aqui.

Dear igorcamaraigui,

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 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.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear igorcamaraigui,

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.