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On January 5th, I requested a withdrawal from this site. But, as of March 25th, I haven't received my winnings. I have tried several times to contact the casino, but I have never been able to resolve the problem, without success. They asked me for more and more documents and nothing. According to an email they sent me, my bank did not accept the transfer, however I sent the details of 2 more digital banks from which I have already received payment from this same casino and others. Finally, in my last contact with the casino 6 or 7 days ago, they told me that they would make the payment via pix. The problem is that since then the live chat has always been unavailable and I still haven't received any money. They didn't tell me which bank this payment would be made to and I can't talk to them anymore.

Dear Sirlenybritto2,

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 confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Yes, my withdrawal had already been verified and approved, but they said that my bank (BANCO DO BRASIL) could not receive the payment because it was in a different currency. I sent 2 other details from different banks, but both were denied. I was informed that I would have to open a Bitcoin or Skrill account, make a new deposit and then withdraw my winnings. After more than 2 months I am still trying with the Casino to withdraw my winnings, without success. In the penultimate service I was told by an attendant that due to the fact that none of my accounts had been accepted I would receive my winnings via Pix and asked me to wait 5 days. After 5 days I tried to speak to support several times, without success. When I finally managed to get in touch today, 26/03, I was disappointed to discover that I wouldn't receive it via Pix because the information wasn't registered. The attendant repeated the same speech as before and simply ended the service after a few minutes. Anyway, they gave me inflammation and they just went back and ignored it. I don't know how to solve it anymore. Looking at my withdrawal history I saw that I already received another payment from this Casino, but I don't remember which bank it was.

Sim, meu saque já havia inclusive sido verificado e aprovado, porém disseram que meu banco (BANCO DO BRASIL) não poderia receber o pagamento por ser de uma moeda diferente. Enviei outros 2 dados de diferentes bancos, mas ambos foram negados. Fui informada que teria que abrir uma conta Bitcoin ou Skrill, fazer um novo depósito e aí sim sacar meus ganhos. Após mais de 2 meses ainda estou tentando com o Casino fazer o saque dos meus ganhos, sem sucesso. Num penúltimo atendimento foi dito por um atendente que devido ao fato de nenhuma das minhas contas ter sido aceita eu iria receber meus ganhos via Pix e me pediu pra aguardar 5 dias. Ao fim dos 5 dias tentei por várias vezes falar com o suporte, sem sucesso. Quando hoje 26/03 finalmente consegui contato, tive uma decepção ao descobrir que não receberia por Pix porque a informação não estava registrada. A atendente da vez voltou a repetir o mesmo discurso dos anteriores e simplesmente finalizou o atendimento após alguns minutos. Enfim, me passaram uma inflamação e simplesmente voltaram atrás e ignoraram. Não sei mais como resolver. Vendo meu histórico de saques vi que já recebi outra vez deste Casino, mas não me lembro qual o banco.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Have you deposited with Bitcoin or Skrill to be able to request a withdrawal using these methods as per the casino's recommendation?

Dear Sirlenybritto2,

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.