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Good afternoon.

I made two withdrawals from this casino for a total of €700. I made the first withdrawal of €500 on 21.03.2026 and the second withdrawal of €200 on 23.03.2026 and I still haven't received anything in my bank account. I always use mbway to deposit and bank transfer to withdraw.

My account is validated and I have even made several withdrawals in the past. I earned this amount without access to bonuses, having earned it normally.

Can you help with this situation?

Thank you

Boa tarde.

Fiz dois levantamentos neste casino no valor total de 700€. Fiz o primeiro levantamento de 500€ no dia 21.03.2026 e o segundo levantamento no valor de 200€ no dia 23.03.2026 e ainda não recebi nada na conta bancária. Eu uso sempre mbway para depositar e transferência bancária para levantar.

Tenho a conta validada tendo inclusivamente efetuado vários levantamentos no passado. Ganhei este valor sem acesso a bónus tendo ganho normalmente.

Podem ajudar com esta situação?

Obrigado

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Dear Knotz12345,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your withdrawals.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Could you please confirm the exact status of both withdrawals in your casino account (e.g., pending, processed, completed)?
• Have you received any confirmation from the casino that the withdrawals were successfully processed on their end?
• Could you please provide the transaction IDs or any reference numbers related to these withdrawals?
• Have you contacted the casino support regarding this issue? If yes, what explanation did they provide?

Additionally, you can forward any relevant communication with the casino, as well as screenshots of your withdrawal history, to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good afternoon.

I've received it.

Thank you

Boa tarde.

Já recebi.

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 (link here). 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,

Petronela

Casino.Guru