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Good afternoon, I am having difficulty receiving my winnings. I have been dealing with delayed payments for several days now. I had four pending withdrawals and cancelled two earlier ones to make it easier for the Casino to pay me. I cancelled the withdrawals from the 27th, yet I still have two delayed payment which amount to R$20,700 that are still pending.

Boa tarde estou com dificuldade para receber meus ganhos já estou a dias com meus pagamentos atrasados eu estava com 4 retiradas atrasadas cancelei duas anteriores para facilitar o Cassino para me paga as retiradas do dia 27 eu cancelei mais ainda estou com duas atrasadas que da no valor de R$20.700 que não sai do pendente

Dear rodrigocwb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed?
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Good morning, since the 27th I am having difficulties receiving my withdrawals and they are accumulating my verification is complete so the withdrawals are delayed, the Casino claims that due to the high customer load to pay that the withdrawals are pending in total there were 5 withdrawals until the At the moment, two on the 27th I canceled thinking that recreating new withdrawals the following week would solve more without success now so far I have 3 withdrawals to be paid as they allow me to pay my winnings per week every week I create new withdrawals I have always honored my deposits

Bom dia desde dia 27 que estou tendo dificuldades para receber minhas retiradas e estão acumulando minha verificação esta completa so as retiradas estão atrasadas o Cassino alega que por conta da alta carga de cliente para pagar que as retiradas estão pendentes no total erao 5 retiras até o momento só que duas do dia 27 eu cancelei achando que recriando novas retiradas na semana seguinte ia resolver mais sem êxito agora até o momento estou com 3 retiradas para ser paga como eles permitem pagar meus ganhos por semana toda semana eu crio novas retiradas eu sempre honrrei meus depósitos

Thank you for your reply, rodrigocwb. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear rodrigocwb,

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.