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I am experiencing a serious issue with a withdrawal that has been significantly delayed beyond the stated processing time.

I requested a withdrawal of BRL 530 on March 25th. According to the platform’s policy, withdrawals should be processed within 3 business days. However, it has now been 6 business days, and I have still not received my funds.

During this period, I contacted support multiple times and received inconsistent and conflicting information:

I was initially told that my withdrawal was approved and in the final stage.

Later, I was informed that it was being handled manually and marked as high priority.

Additionally, the status of the withdrawal has not changed even once since the request was made, remaining stuck as "under review" the entire time.

Support has only provided generic responses and has not given any clear or realistic timeframe for completion. I also attempted to escalate the issue to a supervisor, but this request was not fulfilled.

At this point, I am extremely concerned about the safety of my funds and the lack of transparency in the process.

I am requesting:

Immediate clarification of the actual status of my withdrawal

A clear and realistic timeframe for payment

Completion of the withdrawal without further delay

I have attached evidence of my communication with support to support my case.

Dear Thiagobenato,

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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your response.

I would like to clarify that I have already attempted to complete KYC verification proactively, but I was informed by the casino support that it was not necessary at this stage and that I could not proceed with it in advance.

Despite this, my withdrawal remains pending and the status has not changed, while I have received inconsistent information from support.

I remain available to complete any verification immediately if requested, but so far no such request has been made.

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

Dear Thiagobenato,

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,

Karla