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Good afternoon, I have been waiting for my withdrawal request since April 30th, even though the casino gives a maximum period of 72 hours! No one on the chat makes sense!!! Some people say one thing, others say something else.... the fact is that the request has been approved since the 30th but they have not proceeded with the money processing! It has been on hold since then! Some people on the chat say this is not normal, while others just copy and paste responses!

Boa tarde, estiu para receber o meu pedido de saque desde dia 30 de abril.. aprsar de o casino dar um período limite de 72h! No chat ninguém se entende!!! uns dizem uma coisa, outros dizem outra.... o que é facto é que o pedido está aprovado desde dia 30 mas não procedem ao processamento do dinheiro!está parado desde então! no chat uns dizem que não é normal, já outros mandam copy past de respostas!

Dear Miidelgado,

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 the 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,

Tomas

My account was successfully verified and that's not the problem...

The order status is already approved, it just hasn't been processed!

You can change that the first withdrawal was on April 29th. And two others on the 30th.

None have yet been delivered and despite the website saying 72 hours, in the chat they asked me for 5 days. Already passed!

A minha conta foi verificada com sucesso e esse não é o problema...

No status do pedido já está aprovado, só não foi processado!

Pode alterar aí que o primeiro saque foi no dia 29 de abril. E outros dois no dia 30.

Nenhum ainda foi entregue e apesar do no site dizer 72h, no chat me pediram 5dias. Já passaram!

Good morning,

new update...

At this point they canceled my 3 withdrawals and my money returned to my gaming wallet, after being told that the payment had already been processed!! Another lie.

Bom dia,

nova atualização...

Neste momento cancelaram os meus 3 saques e o meu dinheiro voltou à minha carteira de jogo, isto já depois de me terem dito que o pagamento ja tinha sido processado!! Mais uma mentira.

Could you please share screenshots of the 3 withdrawal requests from your transaction history?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Miidelgado,

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.