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Through the Casino Guru website I acquired a no deposit bonus, on April 15th, where I played 50 bonus rounds in Pragmátic's Book of Fallen. After winning 35.00BRL, I went to rollover and managed to withdraw 270.00BRL, the maximum allowed by the casino. So I made a minimum deposit via pix, bet a lot and then tried to withdraw, which I couldn't as the payment method wasn't accepting the withdrawal. It was then that I made a new minimum deposit through an e-wallet and made a withdrawal of 250.00BRL, but until today the money has not arrived in my account. I try to contact the casino but they don't answer me, which brought me here to try to solve the problem. In my view, they don't want to pay me the small amount and ignore me when I send email or try live chat. Could you help, please?

Através do site Casino Guru adquiri um bônus sem depósito, no dia 15 de abril, onde joguei 50 rodadas de bônus no Book of Fallen da Pragmátic. Após ganhar 35,00BRL, fui rodar o rollover e consegui levantar 270,00BRL, o máximo permitido pelo cassino. Então fiz um depósito mínimo via pix, apostei bastante e então tentei fazer um saque, o que não consegui pois o método de pagamento não estava aceitando o saque. Foi então que fiz um novo depósito mínimo através de uma e-wallet e fiz o levantamento de 250,00BRL, mas até hoje o dinheiro não chegou em minha conta. Tento contato com o cassino mas eles não me respondem, o que me trouxe até aqui para tentar sanar o problema. Ao meu ver, não querem me pagar a pequena quantia e me ignoram quando envio e-mail ou tento o chat ao vivo. Poderiam auxiliar, por favor?

Dear falusantos,

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

Thanks for your feedback Kristina, but the KYC has been approved, and the terms say two things, either it takes 7 days until it's processed or 72 hours, it's even confusing. I see players saying that with 2 hours they received their loot, and mine takes all this time. They don't even return my email and don't answer me in the chat. That's why I opened the claim.

Obrigado pelo seu retorno Kristina, mas o KYC foi aprovado, e nos termos consta duas coisas, ou fica 7 dias até que seja processado ou 72 horas, é até confuso. Vejo jogadores falando que com 2 horas receberam seu saque, e o meu essa demora toda. Eles nem me dão retorno ao e-mail e não me atendem no chat. Por isso abri a reclamação.

14 days to receive 50 euros, hahahaha...

It sounds like a joke, but it's really naughty.

We have several methods today that guarantee a quick withdrawal, such as e-wallets and our pix, completely instantaneous. If you use it to receive, it must be used to pay too. It does not justify these 14 days.

14 dias para receber 50 euros, hahahaha...

Parece até piada, mas é safadeza mesmo.

Temos vários métodos hoje que garantem um saque rápido, como as e-wallets e o nosso pix, totalmente instantâneo. Se usa para receber, deve ser usado para pagar tbm. Não justifica esses 14 dias.

Dear falusantos,

Have you received your withdrawal from the casino yet?

Yes, after the complaint they returned the amount to the casino account, as it had been done through an e-wallet. I made a new withdrawal request and within two days it was in my bank account. Thanks to the team for the space and all this would have been avoided if the casino had responded to me via email or chat. Thanks Kristina!

Sim, após a reclamação eles retornaram o valor para a conta do cassino, pois havia feito por uma e-wallet. Fiz uma nova solicitação de saque e com dois dias estava na minha conta bancária. Agradeço à equipe pelo espaço e tudo isso teria sido evitado se o cassino tivesse me respondido por e-mail ou pelo chat. Valeu Kristina!

Dear falusantos,

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