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I made a withdrawal on 05/26/23 because I already made some deposits and withdrawals in that house, a couple of them dropped within 24 hours, then since Friday the 25th they closed the live chat claiming technical problems, I already sent several emails and they never responded. messages programmed and bao solved my problem and I have not received more winnings until that date this casino is very disrespectful with its customers this was the last time I deposited in this house I hope they solve my problem

Fiz um saqur no dia 26/05/23 pois bem ja fiz alguns depositos e saques nessa casa ums dois cairam com 24 horas dai desde sexta feira dia 25 que eles enceraram o chat ao vivo alegando problemas tecnicos ja mandei varios emails e nunca responderam so mensagem programadas e bao resolveram meu problema e nao recebi meis ganhos ate essa data esse casino e muito desreipeitoso com seus clientes essa foi a utima vez que depositei nessa casa espero qie resolvam meu problema

Dear romariosilvasa6,

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

Dear Romário, Upon reviewing your withdrawal request, we see that several bets were placed in excess of 10% of the bonus credited to your account. According to the Bonus Terms and Conditions, this is not allowed. Therefore, we cancel your withdrawal request and void the winnings. We apologize for any inconvenience and disappointment and invite you to continue playing on our website. If you have any questions, please reply to this email or contact our customer support via live chat on our website.

Here is the response from the casino already and the second time they did this they withdrew my winnings claiming that there being that under the terms of the promotion in which I participated they did not say anything about that they returned the 50 reais to the casino account I made 100 and pwdi the withdrawal I want to see what are they going to say now a lot of clowning dess3 casino

Caro Romário, Ao revisar sua solicitação de saque, vemos que várias apostas foram feitas superiores a 10% do bônus creditado em sua conta. De acordo com os Termos e Condições do Bônus, isso não é permitido. Portanto, cancelamos sua solicitação de retirada e anulamos os ganhos. Pedimos desculpas por qualquer inconveniente e desapontamento e convidamos você a continuar jogando em nosso site. Se você tiver alguma dúvida, responda a este e-mail ou entre em contato com nosso suporte ao cliente por meio do bate-papo ao vivo em nosso site.

Aqui esta a resposta do casino ja e a segumda vez que fazem isso retiraram meus ganhos alegando isso ai sendo que nos termos da promocao na qual participei nao tem falando nada disso devolveram os 50 reais pra conta do casino fiz 100 e pwdi o saque quero ver o que vao dizer agora muita palhacada dess3 casino

I just want my d3 deposit back I will not use it again and I do not recommend this casino to anyone

So quero meu deposito d3 volta nao voltarei a usar e nem recomendo para ninguem ess3 casino

Thanks for the update.

Were you aware of making bets higher than allowed? Do I understand correctly the casino previously confiscated your winnings you won with another bonus in the same casino?

Could you please explain how much you deposited in order to receive the casino bonus and what bonus did you redeem? Please send me the link to the bonus offer you received or send me the screenshot of its terms and conditions. You may post the information here or send it to me at tomas@casino.guru

I'll await your reply.

Dear romariosilvasa6,

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.