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Good morning

On the 17th and 18th I made two withdrawals of €500 each from the above-mentioned casino, which have not yet been credited to my account.

Both withdrawals were made without an associated bonus and have been pending since that date.

My account has been validated at this casino since the beginning and I have even made previous withdrawals without any problems. My deposit method is always by mbway and the withdrawal is always by bank transfer. This time I don't know what's going on to make them do this to me.

I've already spoken to them several times in the chat and the answers are always the same. They're sorry but they have no alternative. They always say the same thing. I enclose the two pending withdrawals

Can you try to help?

Thank you

Bom dia

No passado dia 17 e 18 fiz dois levantamentos de 500€ cada neste casino acima mencionado que ainda não foram creditados na conta.

Ambos os levantamentos foram efetuados sem ter bónus associado e mantêm -se pendentes desde essa data.

Eu tenho a conta validada nesse casino desde o início tendo inclusivamente feito levantamentos anteriores sem problem nenhum . O meu método de depósito é sempre por mbway e o levantamento é sempre por transferência bancária. Desta vez não sei o que se passa para eles me estarem a fazer isto.

Já falei varias vezes no chat e as respostas são sempre iguais. Lamentam lamentam mas não têm qualquer alternativa. Dizem sempre a mesma coisa . Anexo os dois levantamentos pendentes

Podem tentar ajudar?

Obrigado

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Dear Knotz12345,

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.

• When was the last time the casino processed a payout successfully to your bank account?
• When was your verification complete?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino when asked about the delay? 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

Good afternoon,

Here are the answers to your questions:

-the last withdrawal processed and credited to my account was on 12.04.2026. You can see the completed withdrawal attached

- When I registered they didn't ask for any documents and as you can see I've already made withdrawals without having to send any documents.

- I didn't win with any bonuses

- You can check my last interaction with the casino in the chat below:

Peter 17:55Good afternoon.

Melany17:55Hello! My name is Melany! I am here to assist you.

Peter 17:56I have 2 pending withdrawals of €500 each from 17.04.2026 and 18.04.2026.

Peter 17:56What's wrong with these withdrawals?

Melany17:56Let me check please

Peter 17:56OK thank you

Melany18:02I have escalated your request to the responsible department. Our team will contact you as soon as we get some new information 🙂

Pedro 18:03Will you contact me? Can't you give more information?

Pedro 18:04I have already made a complaint about your casino on the casino guru website. I hope you will resolve it as soon as possible.

Melany18:06Don't worry, I notified relevant department and they will update you soon

Peter 18:06Thank you. One more day without receiving my moneyMelany18:09Thank you!

Boa tarde,

Segue as respostas às questões colocadas:

-o último levantamento processado e creditado na minha conta foi no dia 12.04.2026. Podem ver em anexo o levantamento concluído

- Quando fiz o registo não pediram nenhuns documentos e como podem ver já fiz levantamentos sem ter de enviar documentos.

- Não ganhei com recurso a bónus nenhuns

- Podem verificar a minha última interacção com o casino no chat a seguir:

Pedro 17:55Boa tarde.

Melany17:55Hello! My name is Melany! I am here to assist you.

Pedro 17:56Tenho 2 levantamentos pendentes de 500€ cada de dia 17.04.2026 e 18.04.2026.

Pedro 17:56O que se passa com esses levantamentos?

Melany17:56Let me check please

Pedro 17:56OK obrigado

Melany18:02I have escalated your request to the responsible department. Our team will contact you as soon as we get some new information 🙂

Pedro 18:03Entrará em contato comigo? Você não consegue dar mais informações???

Pedro 18:04Já fiz uma reclamação do vosso casino no site casino guru. Espero que resolvam isso o mais rápido possível.

Melany18:06Don't worry, I notified relevant department and they will update you soon

Pedro 18:06Ok obrigado. Mais um dia sem receber o meu dinheiroMelany18:09Thank you!

Good afternoon,

By coincidence or not, they are now asking for documents.

They asked for a front and back citizen's card which I sent, they asked for a selfie which I sent, they asked for a selfie holding the citizen's card together with the website in the background which I sent, they asked for a bank statement for the last 6 months, I sent it from 01-01-2026 and I also sent proof of IBAN.

The deposits I've made at this casino have always been by mbway and the withdrawals have always been by bank transfer and now, on the statement, their name doesn't appear on the payment but the amounts do appear.

You can try to help the casino to speed up this process. 1,000€ is needed by everyone and by me too.

Thank you

Boa tarde,

Por coincidência ou não agora estão a pedir documentos.

Pediram cartão cidadão frente e verso que enviei, pediram selfie enviei, pediram selfie a segurar o cartão cidadão juntamente com o site no fundo enviei, pediram extrato bancário dos últimos 6 meses, eu enviei desde 01-01-2026 e enviei também comprovativo de IBAN.

Estes depósitos que fiz neste casino foram sempre por mbway e os levantamentos sempre por transferência bancária e agora, logo no extrato não aparece o nome deles no pagamento mas aparece os montantes.

Podem tentar ajudar junto do casino para tentar acelerar este processo. 1.000€ fazem falta a toda a gente e a mim também.

Obrigado

Thanks for the update.

• Has the casino approved your documents and subsequent payout?

Please let me know about any news.

Good morning,

The casino in question is still analyzing the documents, but now I can't even enter the site because when I enter the domain, an error message appears. I can't enter the site and I can't talk to them. I still haven't received the amount in my account.

Attached you can see the error when I try to access the site.

Can you please try to contact the casino in question, as I can't even get through to them?

Thank you

Bom dia,

O casino em questão ainda se encontra a analisar os documentos, mas agora nem sequer consigo entrar no site uma vez que quando insiro o domínio aparece mensagem de erro. Não consigo entrar no site nem consigo falar com eles. Continuo sem receber o valor na conta.

Em anexo podem verificar o erro quando tento aceder ao site.

Podem tentar entrar em contato com o casino em questão, uma vez que nem sequer consigo falar com eles?

Obrigado

Good evening.

Everything's still the same. No one answers. I can't access the casino in question.

I still haven't received my money

Boa noite.

Continua tudo igual. Ninguém responde. Não consigo aceder ao casino em questão.

Continuo sem receber o meu dinheiro

Good morning,

I've managed to log on to the site but everything is still the same. They say they need proof of IBAN. I've already sent the proof of IBAN in my name from homebanking, I've already taken a screenshot of my bank, I've already sent a bank statement, I've already gone to the bank to ask for proof of IBAN in my name and sent it, I've already sent proof of IBAN with the stamp and signature of my account manager and it's still the same.

I've taken selfies with my ID card, I've taken selfies holding my cell phone with their website on it, I've sent bank statements for the last 6 months. I've sent so much that I can't even remember it all.

Can you please help????

I've had enough of all this!

Bom dia,

Já consigo entrar no site mas continua tudo na mesma. Eles informam que precisam de um comprovativo de IBAN. Já enviei o comprovativo de IBAN no meu nome do homebanking, já tirei screenshot do meu banco, já enviei extrato bancário, já fui ao banco pedir comprovativo de IBAN no meu nome e enviei, já enviei comprovativo de IBAN com carimbo e assinatura da minha gestora de conta e continua igual.

Já tirei selfie com o cartão de cidadão, já tirei selfie a agarrar o telemóvel com o site deles no telemóvel, já enviei extrato bancário dos últimos 6 meses. Já enviei tanta coisa que nem me lembro de tudo.

Podem, por favor ajudar????

Já estou cansado com isto tudo!!!

Good morning.

I've already received the amount in my account.

Thank you

Bom dia.

Já recebi o valor na conta.

Obrigado

Dear Knotz12345,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru