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I am trying to withdraw money, but even though I'm limited to €500 per day and €7000 per month, the casino is not processing my €500 withdrawal requests.

3 requests

€500 on 11/1

€500 on 11/2

€500 on 11/3

Customer support always says the same thing, that the withdrawal requests are delayed, and to be patient, ensuring me that my money is safe with them. But the truth is, they are not processing the requests, and I'm beginning to lose hope.

Is anyone else in the same situation or has been and actually got paid?

Thank you

Estou a tentar levantar o dinheiro, apesar de ser limitado a 500€ dia e 7000€ mês, o casino não me está a processar os pedidos de levantamento de 500€

3 pedidos

500€ no dia 1/11

500€ no dia 2/11

500€ no dia 3/11

O suporte diz sempre a mesma coisa, que esta atrasado os pedidos de levanramento e que paressia a paciência e o que meu dinheiro está seguro com eles. Mas a verdade é que não processam os pedidos e já começo a perder a esperança.

Alguém está ou esteve na mesma situação e que pagaram?

Obrigado

Dear fabioramosramos7, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

Thank you in advance for your reply.

Best regards, 

Kristina

Good afternoon, I've been waiting for a few more days, and support has always come up with the same excuses. They said they'd pay yesterday or today. Nothing done, I talk to support again, and they apologize and say they'll pay as soon as possible. Always the same answers and they don't pay. 10 working days have passed, and in the terms and conditions they say they process orders within 3 working days

I already withdrew €7,000, the maximum limit for the month of October, and I was waiting for this month to continue withdrawing another €7,000. All in 500€ a day.

I passed the Kyc verification a while ago, and they say the verification is correct.

Boa tarde, mais estes dias á espera, o suporte sempre com as mesmas deculpas. Disseram que pagavam no dia de ontem ou hoje. Nada feito, volto a falar com o suporte, e pedem desculpa e que vao pagar o mais rapido possível. Sempre as mesmas respostas e não pagam. 10 dias uteis se passaram, e nos termos e condições dizem que processam os pedidos até 3 dias úteis

Ja fiz uma retirada de 7.000€, limite maximo no mês de outubro, estava á espera este mês para continuar a rwtirar mais 7.000€. Tudo em 500€ diários.

Passei na verificação do Kyc, ja ha uns tempos, eles dizem que a verificação está correcta.

Thank you for your reply, fabioramosramos7. Did you accumulate your winnings with or without an active bonus?

When did you make the last successful withdrawal and how many days did it take to be processed? Which payment method have you opted for? Was it the same one you used in the past?

I accumulated my winnings without bonuses!

When I made the other withdrawals, it was on time, from one day to the next, including weekends!

The payment method was always the same

To inform you that I have just received in my account the 3 withdrawal requests of 500€

Made on 1/11, 2/11, 3/11!

Back in the hope of receiving the rest.

Let's see how they behave from now on!

Acumulei os meus ganhos sem bonus!

Quando fiz os outros levantamentos, foi dentro do prazo, de um dia po outro incluindo fins de semana!

O metodo de pagamento foi sempre o mesmo

Para informar que acabei de receber na conta os 3 pedidos de levantamento de 500€

Feito no dia 1/11, 2/11, 3/11!

De volta á esperança de receber o restante.

Vamos ver como se comportam daqui para a frente!

I am happy to hear that there has been some progress.

Have you already requested new withdrawals?

I've already requested three more withdrawals of €500, and I'm waiting for the three working days to pass to see if it really was just a one-off delay.

Ja solicitei mais 3 saques de 500€, estou á espera que faça os 3 dias uteis, para ver se realmente foi só um atraso pontual.

Alright, please keep me updated about any further developments.

Well, as expected, 3 working days have passed and I haven't been paid for these orders. Once again they're making excuses and trying to get us to lose patience and spend the money not to withdraw. According to the accounts, I can't withdraw the 7k that is the monthly limit. They're playing games with their customers! And they continue with the same old phrases, that they appreciate patience and so on.

Once again the delay is going to be tough.

This casino leaves a lot to be desired.

Bem, como previsto, já passou os 3 dias uteis e não me pagaram estes pedidos. Mais uma vez eles estão com desculpas e a arranjar maneira que percamos a paciencia e gastemos o dinheiro para não levantar. Pelas contas, nao consigo levantar os 7k que é o limite mensal. Eles andam a brincar com os clientes! E continuam com as mesmas frases feitas, de que apreciam a paciência e etc.

Mais uma vez a demora vai ser duro.

Este casino deixa muito a desejar, assim.

Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear fabioramosramos7,

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.

It looks like they're back to normal this month. It took them another 15 days to pay out the three 500€ orders. But now it's back to normal, they processed 500€ in 1 working day.

Parece que este mês, eles voltaram á normalidade. Demoraram mais 15 dias para pagar os 3 pedidos de 500€. Mas agora esta na normalidade, processaram em 1 dia util 500€

Could you please clarify how much money you currently have in your casino account? Do you have any pending withdrawals?

Dear fabioramosramos7,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.