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I won the amount of R$1,900.00, I already tried to withdraw the amount 2x, the first time was canceled due to technical problems and the second time, when contacting support, they reported that they were having problems with the transaction via pix. I'm trying to withdraw for the 3rd time, I'm still waiting.

Ganhei o montante de R$1.900,00, já tentei fazer a retirada do valor 2x, na primeira foi cancelada por problemas técnicos e na segunda tbm, ao entrar em contato com o suporte, informaram que estavam com problemas na transação via pix. Estou tentando retirar pela 3ª vez, sigo ainda aguardando.

Dear lluanallucena,

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. Do I understand correctly that your latest withdrawal request has not been canceled yet? When did you request it, please? Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

Yes, the last request was not cancelled, it is still pending. I applied yesterday 20/04. No, I haven't had any looting successes before. And yes, I passed the check.

Sim, a última solicitação não foi cancelada, segue em pendência. Solicitei ontem 20/04. Não, não tive nenhum êxito em saque anteriormente. E sim, passei na verificação.

Thank you for your reply, lluanallucena. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development within the next 7 days. we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. In case your withdrawal gets canceled again, please let us know and we will proceed with this complaint.

Thank you in advance for your patience and please, keep me informed about any further developments.

Hello.

After the two attempts, I managed to perform the serve on the third attempt. I had to wait for the third withdrawal processing time and then the amount dropped.

Thanks for your help!

Olá.

Depois das duas tentativas, consegui realizar o saque na terceira tentativa. Precisei esperar o tempo de processamento do terceiro saque e depois o valor caiu.

Obrigada pela ajuda de vocês!

Dear lluanallucena,

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