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I made a deposit I converted the bonus I asked for the withdrawal but so far I have not received it I made the order on 04/12/2022 the support does not work I have to contact you by email, until the moment my account is being verified they claim that it is ending the verification doesn't finish anymore and doesn't even pay me

Eu fiz um deposito converti o bônus pedi o saque mais até o momento não recebi fiz o pedido dia 12/04/2022 o suporte não funciona tem que falar por e-mail, até o momento estar em verificação minha conta eles alegam que tá terminando a verificação mais não termina e nem me paga

Dear piresmarta821,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Tomas

I sent it via email and sent it to my account since the 12/04 that is being verified and I am waiting for the verification and nothing

Eu enviei via e-mail e enviei na minha conta desde o dia 12 / 04 que tá em verificação e eu estou aguardando a verificação e nada

Is there any communication (emails, chat transcripts) between you and the casino regarding the issue? Please forward it to my email at tomas@casino.guru

Dear piresmarta821,

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.