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Good evening, I'm having a lot of trouble withdrawing my money from the casino, I've been trying for 15 days and I don't have a concrete answer. that I have saved, and so far no solution or my withdrawal. I'm very upset because it's my money I won.

boa noite, estou tendo muita dificuldade para sacar meu dinheiro no cassino , ja venho a 15 dias tentando e nao tenho uma resposta concreta nao tenho uma solução do cassino , todos meus documentos estao aprovados, conforme afirmado pelo propio atendente , e conforme prints e conversas que tenho salvas, e até o momento nenhuma solução nem meu saque. Estou muito chateada pois o dinheiro é meu eu ganhei .

Dear larissamoliveira20,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Goodnight,

if it is common because the casino then makes a false advertisement informing that in 3 days the withdrawal will be completed, this is absurd regardless of the branch it is, it is false advertisement, as users we do our part of the documentation, we deposit our money, in order to of fun and hope of some gain, and when we have that gain do we suffer this embarrassment? if the casino cannot meet the deadlines stipulated by themselves, they should remove this information from the website's advertising, as it becomes misleading advertising.

On today's date, it's been more than 12 days since the first withdrawal requested, because the casino itself canceled the first withdrawal (I had already waited 3 days), I made the request again (again it was canceled +3 days), my first withdrawal request was on 01/02/23, since then the problem started, now it has not been cancelled, but nothing happens.

Boa noite,

se é comum porque o cassino então faz uma propaganda enganosa informando que em 3 dias o saque será concluído, isso é um absurdo independente do ramo que seja, é propaganda enganosa, nos como usuarios fazemos nossa parte de documentão, depositamos nosso dinheiro , no intuito de diversão e de esperança de algum ganho, e quando temos esse ganho sofremos esse constrangimento? se o cassino não pode cumprir os prazos estipulados por ele mesmos, deveriam remover essa informação da propaganda do site, pois vira uma propaganda enganosa.

Na data de hoje já são mais de 12 dias do primeiro saque pedido , pois no primeiro saque o propio cassino cancelou (ja havia esperado 3 dias) , novamente fiz a solicitação (novamente foi cancelado +3 dias ), meu primeiro pedido de saque foi dia 01/02/23 , desde então começou o problema , agora não foi mais cancelado ,porem não acontece nada.

Thank you very much, larissamoliveira20, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Larissamoliveira20!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Today completes 9 days of withdrawal request (not counting the other withdrawals that were canceled by the casino - and the casino claiming that I canceled it, and no, there were 6 more days before those 9 days.

My entire account is verified, the withdrawal is approved (all rollovers fulfilled) my user part is complete, I have several conversations in the customer service chat where the operators themselves inform that it is a problem with the withdrawal method, and that the casino it is being resolved, today I was again informed with the same answer "the team is working to resolve it as soon as possible" - without a set deadline.

If necessary, I have all the screenshots and chat conversations.

Hoje completam 9 dias de solicitação da retirada (isso nao contando as demais retiradas que foram canceladas pelo cassino - e o cassino alegando que fui eu que cancelei ,sendo que nao, foram ai mais 6 dias antes desses 9 dias .

Toda minha conta esta verificada, o saque aprovado (todos os roolover cumpridos ) a minha parte de usuário está toda completa , tenho diversas conversas no chat de atendimento onde os próprios operadores informam que é um problema com o método de saque , e que o cassino esta resolvendo , hoje novamente fui informada com a mesma resposta "a equipe esta trabalhando para resolver o mais breve possivel" - sem prazo determinado.

Caso seja necessário tenho todas as capturas de tela, e conversas no chat.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning,

Unresolved complaint and the penultimate information in the chat was, the withdrawal is already approved, and 3 days passed and it did not fall, I returned to the chat and already had other information that they were waiting for the provider to approve? what I have with the provider I deposited at the casino, this should be an internal agreement with them, it's been 25 days and nothing of my money, a regrettable situation.

I have all conversations saved, each time different information.

Bom dia,

Reclamação nao resolvida e a penultima informação do chat foi, ja esta aprovada a retirada , e passaram 3 dias e nao caiu , retornei ao chato e ja tinha outra informação que estavam aguardando o provedor aprovar ? o que eu tenho com o provedor eu depositei no cassino , isso deveria ser acerto interno deles, nisso ja se vao 25 dias e nada de meu dinheiro, situação lamentavel.

Tenho todas as conversas salvas, cada hora uma informação diferente .

Good morning,

for the third consecutive day I contact the chat and only the same answer , that they are waiting for a return from the withdrawal provider , I am a client of the lapallingo casino and not the withdrawal provider , and at no time is a deadline passed , they have already passed 25 days after the request for the first withdrawal, since then there is no deadline, this situation is very annoying, the impression is that the casino does not have the funds to pay its customers, I found the starting platform to be great, more if I had known that I would have this difficulty for a simple withdrawal of the which is mine by right I would not have deposited my money.

I did all my part as a user (which, by the way, is a lot of demands) and in the casino part, he doesn't comply.

Bom dia,

pelo terceiro dia consecutivo entro em contato no chat e somente a mesma resposta , que estão aguardando um retorno do provedor de saques , eu sou cliente do cassino lapallingo e nao do provedor de saques , e em nenhum momento é passado um prazo , ja se passaram 25 dias da solicitação do primeiro saque desde então nenhum prazo , muito chato essa situação fica a impressão que o cassino não tem fundos para pagar seus clientes, achei otima a plataforma de inicio , mais se eu soubesse que teria essa dificuldade para um simples saque do que é meu por direito não teria depositado meu dinheiro.

fiz toda minha parte como usuário(que por sinal são muitas exigências) e na parte do cassino ele não cumpre.

Hello, Larissamoliveira20!

I have contacted the casino representative and they said that casino has some technical issues.

I am suggesting you to wait for the funds a little bit more and extending the timer for 7 more days.

Thank you for the understanding!

Good night, how much longer? day 01;03 completes 30 days of the first withdrawal request, if there was any other option but to wait....

boa noite, mais quanto tempo? dia 01;03 completam 30 dias do primeiro pedido de saque, se existisse outra opção a não ser aguardar....infelizmente é o que me resta aguardar o cassino pagar o que é meu por direito

Unfortunately, the issue I have mentioned above is with the payment provider, so there is no possibility to return the funds and try something else. I feel your frustration, however, I would strongly recommend you to wait, the casino has good reputation and is licensed by a good regulator, so sooner or later your money should be received by you.

I am suggesting you to give it another 7 days and, if funds will have not be received, to file a complaint with the MGA. I will provide you with a link if you need it.

I keep waiting after all I have no other option

continuo aguardando afinal nao tenho outra opção

Good afternoon,

I like things right so since I came to complain I also come to finish the matter, my withdrawal was processed today and is already available in my bank account, I appreciate the help of everyone involved, I will give the casino one more vote of confidence, and deposit through the method netteler , according to their information I will not have problems with withdrawals,

thanks to those involved for the help.,

Boa tarde,

gosto das coisas corretas então como vim reclamar tambem venho finalizar o assunto, minha retirada foi processada hoje e já esta disponivel em minha conta bancaria, agradeço a ajuda de todos os envolvidos, irei dar mais um voto de confiança ao cassino, e depositar pelo metodo netteler , conforme informação deles não terei problemas com retiradas,

obrigado aos envolvidos pela ajuda.,

Dear Larissamoliveira20,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience. Please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team