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Since Monday I'm trying to make a withdrawal from my account, the casino first asked me for all the documentation that I had already sent three times, my account does not appear as shown asking for my documents and not verified. I sent all the required documents and nothing and my withdrawal is pending for more than 3 days online support does not exist and by email they do not answer me my withdrawal is stuck in the casino and the casino does not solve any of the questions this is frustrating for the deposit it was quick to withdraw it's been hell casino service and support doesn't care about customers who read this complaint I don't recommend the casino will just be angry

dês de segunda feira estou tentando efetuar um saque de minha conta , bcassino primeiro me exigiram toda documentação que eu já tinha enviado uma três vezes minha conta não aparece como mostra pedindo ainda meus documentos e não verificada. Eu enviei todos documentos exigidos e nada e meu saque está como pendente a mas de 3 dias suporte on-line não tem e por email não me respondem meu saque ta preso no cassino e o cassino não resolve nenhuma das questões isso é frustrante pra deposita foi rapido pra retirar está sendo um inferno atendimento do cassino e suporte não está nem ai para os cliente quem ler essa reclamação não recomendo o cassino vai só passar raiva

Dear evelincrismunchem,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

casino replied to me today he took all the balance I had made in the rollover saying that I violated the rollover rules and left me only that I deposited fraudulent casino a casino that I never deposit 1 real and who I can warn on social networks and casino groups that I If you don't want them to play in the casino, I'll let you know, you can delete my account because I never spend 1 real with this thief casino

cassino me respondeu hoje pegou todo saldo que eu tinha feito no rollover dizendo que infligi as regras do rollover e me deixou só que depositei cassino fraudulento um cassino que nunca mas deposito 1 real e quem eu poder avisar nas redes sociais e grupos de cassino que eu tiver para não jogarem no cassino eu vou avisar, pode excluir minha conta porque nunca mas gasto 1 real com esse cassino ladrão

Could you please clarify what rule has been allegedly breached? Is there any relevant communication that you'd like to forward to petronela.k@casino.guru? Thank you in advance.

Dear evelincrismunchem,

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, we cannot proceed with the investigation or provide any potential solutions due to the lack of response from the player.

The complaint can be reopened by the player at any time.