The player from Brazil won 600 R$ but faces issues with the withdrawal process, which switches between cancellation and withdrawal status. The player expresses disappointment in the casino's reliability and doubts about receiving the winnings.
I had a win of 600 R$. Initially, when I attempted to withdraw, it said cancellation, then it said withdrawal, and hours later when I checked, it was marked as cancellation!! It's absurd; almost everyone speaks poorly of this casino. I was so happy thinking I had found a good casino, but I was wrong. It's a disappointment, and it seems like they won't pay me.
Dear vr678207,
Thank you very much for submitting your complaint.
I’m sorry to hear about the issues you’re experiencing with your recent withdrawal request. To help us better understand the situation and advocate effectively on your behalf, could you please provide us with a bit more information?
If you have any relevant communication with the casino that could clarify this issue, please feel free to forward it to petronela.k@casino.guru.
Your cooperation is essential in helping us address this matter. Without your input and these details, we won’t be able to move forward effectively in assisting you.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Dear vr678207,
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.
Player's additional comments:
Dia 4 de novembro solicitei o saque e só ficou visível no painel da minha conta escrito cancelamento, não me mandaram e-mail falando de cancelamento,mandaran dizendo que meu dinheiro já tá no departamento de finanças com eles né,logo depois no outro dia 5 eu entrei de novo e estava escrito levantamento, aí hj sumiu todo meu histórico de saldo , e estava lá que eu tinha ganhado 10 centavos na conta do jogo , única mensagem de email que o suporte mandou pra mim sobre minha retirada é o mesmo que falam pra todos
Hi vr678207,
I hope things are progressing with your withdrawal request since the day you first submitted it. Could you let us know if there have been any updates?
We're here to assist and ensure you get the support you need.
Thank you.