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I made a withdrawal request since 11/01/2023 and today on 11/14/2023 nothing went through... I always contact the house, but they don't give me a response... They would already ask for documents and I provided it, but they didn't say anything about whether the document was approved or not... In other words, they are holding my money and not giving any feedback on why it took so long, much less giving a deadline for when it will be resolved my case... The house is trying to trick me as much as possible so that the money stays on the platform... Slutty! They don't pay me, they request documents and they don't give me any feedback...

I ask that Cassino.guru helps me resolve my case. I know that you are a serious and responsible company, and that is why I have a great chance of resolving my situation.

My account is: Al***samp

My date of birth is: 05/03/1997 in case you want to check my account.

Fiz uma solicitação de saque desde o dia 01/11/2023 e hoje no dia 14/11/2023 nada do saque cair... Sempre entro em contato com a casa, mas eles não me dão um retorno... Já pediriam documentos e eu forneci, mas eles não falaram nada se houve aprovação do documento ou não... Ou seja, estão segurando o meu dinheiro e não tão dando nenhum retorno sobre o porquê de tanta demora, muito menos estão dando um prazo de quando será resolvido o meu caso... A casa está tentando me enrolar ao máximo para que o dinheiro fique na plataforma... Sacanagem! Não me pagam, solicitam documentos e não dão retorno nenhum...

Peço que o Cassino.guru me ajude a resolver o meu caso. Sei que vocês são uma empresa séria e responsável, e que por isso tenho grandes chances de resolver a minha situação.

Minha conta é: Al***samp

Minha data de nascimento é: 05/03/1997 caso queiram averiguar a minha conta.

Dear sampalefy,

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. Have you made any successful withdrawals before? Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

Have you accumulated 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

This is the first withdrawal made from the account.

I have already sent a photo of the front and back ID, a photo of the face holding the ID and proof of address Along with the bank slip.

The last document sent was on 10/31

All documents were sent as soon as requested.

The entire accrual was generated from sports betting, with no bonuses accepted.

Esse é o primeiro saque realizado na conta.

Já enviei foto da identidade frente e verso, foto do rosto segurando a identidade e comprovante de endereço Junto com o comprovante bancário.

O último documento enviado foi no dia 31/10

Todos os documentos foram enviados assim que solicitado.

Todo o acumulado foi gerado em apostas esportivas, sem nenhum bônus aceito.

Thank you very much for your reply, sampalefy. Could you 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.

Good morning! I'm getting in touch to say that my withdrawal has finally dropped!!! Thank you very much to Guru casino for helping me with this process, you were essential for the case to be resolved successfully. Here I close my case, as it has been resolved. Thanks again casino Guru!!

Bom dia! Estou entrando em contato para dizer que o meu saque finalmente caiu!!! Muito obrigado a Guru cassino por ter me ajudado nesse processo, vocês foram essenciais para que o caso fosse resolvido com sucesso. Aqui encerro meu caso, pois ele foi solucionado. Mais uma vez, obrigado cassino Guru!!

Dear sampalefy,

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