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I made a deposit using the pix method. I sent all the documents and proof of deposit. But they want proof of deposit by a method that I didn't deposit. For me to withdraw I will have to use another method because they do not provide the pix for withdrawal.

This is already a hit for me. If they have pix for deposit why not for withdrawal?? To demand a proof of deposit that does not exist.

Do I need to receive winnings or my deposit back?

Eu fiz um depósito pelo metodo pix. Enviei os documentos tudo certinho e o comprovante de deposito. Porém eles querem um comprovante de deposito por um método que eu não fiz deposito. Pra eu fazer a retirada terei que usar outro método pq eles não disponibizam o pix para retirada.

Isso pra mim já é golpe. Se eles tem pix pra deposito pq não tem pra retirada?? Pra exigir um comprovante de deposito que não existe.

Preciso recebereis ganhos ou meu deposito de volta

Dear Leia78,

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 Leia78 and CasinoGuru Team,

We would like to share good news regarding this case with you.

We have already figured out the situation and did everything to help the player. So, we would like to elaborate on this case.

Unfortunately, Pix is unavailable for withdrawal, since this payment system is used only for depositing. Consequently, player initiated the withdrawal via Pay4Fun, so we requested confirmation of this e-wallet to verify that she is the owner of it. After player provided us with that proof, her account was successfully verified

To date, player's cashout has already been confirmed on our part, and the funds should be credited to her Pay4Fun account.

Summing up, we hope for your understanding and fairness, and we would be thankful if this complaint could be resolved at your earliest convenience.

If you require any additional information regarding this case, please, feel free to ask.

Thank you for partnership in advance!

Best Regards,

GoodMan casino support team

I thank the casino for resolving my situation.

Thanks!!

Agradeço ao cassino por resolver minha situação.

Obrigada!!

Dear Leia78,

Have you received your withdrawal from the casino yet?

I already received my withdrawal.

Já recebi o meu levantamento.

Awesome news, Leia78. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.