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I requested a withdrawal on August 31 in the amount of 1,600 BRL, but as of today I still haven't received my funds. I am filing this complaint to start the 14-day count.

Solicitei um saque dia 31l08 no valor de 1.600 BRL, mas até a presente data ainda não recebi meu saque, estou abrindo a reclamação para inciar a contagem de 14 dias.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please clarify once again when exactly you requested this withdrawal? It is not clear from your message.
• Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina, sorry about the typo—I submitted the request on August 21.

Olá Kristina, desculpe o erro de digitação solicitei dia 21/08.

Thank you for your quick reply and the clarification, ericleo. I understand that this situation may be frustrating, but I would like to emphasize that we typically allow the casino two full weeks to process each payment. I will keep this complaint open, and should there be no progress by the end of this period, we will take necessary action. Let’s remain optimistic, and I hope to receive positive news regarding your withdrawal soon. I appreciate your patience and kindly ask you to keep me updated on any further developments.

I received an email from the casino telling me that I'll receive it by the end of the day today. I'm waiting for it.

Recebi um e mail do Casino me disseram que eu vou receber hoje até o final do dia. Estou aguardando.

They didn't pay me on the promised date; they said they'll pay on September 1, so this casino has 10 calendar days to process a withdrawal.

Não me pagaram na data prometida, disseram que irão pagar no dia 01/09 então esse Casino tem prazo de 10 dias corridos para processar um saque.

Today, September 1, I still haven't received my payout from that casino.

Hoje 01l09 eu ainda não recebi meu saque desse Casino.

I received my withdrawal today, after 10 days.

Recebi meu saque hoje após 10 dias.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ericleo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina