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I've been trying to make a withdrawal since yesterday and it's been refusing this morning I tried and it's processing and it never comes out of this processing and the money didn't land in the requested account and no return to the casino account balance

Eu tô desde onte tentando fazer um saque e tá dando recusando hoje de manhã eu tentei e tá processando e nunca sai desse processando eo dinheiro não caiu na conta solicitada e nem retorno pro saldo da conta do cassino

Dear tatienedejesus,

Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear tatienedejesus,

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.

I already got it thanks

Now I'm having a problem I made a deposit yesterday at 2:45 pm with a pix code that I had already used and a discount on my account but so far I haven't entered my credit in the game

Já consegui obrigada

Agora tô com problema fiz um depósito ontem 14h45 com código pix que já tinha usado e desconto na minha conta mais até agora não entro meu crédito no jogo

Could you please forward your payment receipt to petronela.k@casino.guru? Thank you very much.

Dear tatienedejesus,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.