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I've been waiting for my money since the 4th of this month. Their response is always the same, whether through email or chat; they always say they can't do anything, that it's up to the financial department.

Estou à espera do meu dinheiro desde dia 4 deste mês. A conversa deles é sempre a mesma, seja por email ou chat, dizem sempre que não podem fazer nada, que é a parte do departamento financeiro.

Dear Joaoramos16,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas