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I'm waiting for the payment of withdrawal number 52076967 since the 11.06th and I still haven't received it, I've already contacted the site and they ask me to wait for a very long time, I've already made several deposits and other withdrawals and the last withdrawals have taken a long time, the Casino you should contact your payment provider or change your payment provider as you will end up losing customers.

Estou aguardando o pagamento do saque número 52076967 desde o dia 11.06 e ainda não recebi, já entrei em contato com o site e pedem para aguardar um prazo muito grande , já fiz vários depósitos e outros saques e os últimos saques tem demorado muito , o Casino devia entrar em contato com o fornecedor de pagamentos ou mudar seu fornecedor de pagamentos pois vai acabar perdendo clientes.

Dear Nelsao2023,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Nelsao2023,

Have you received your withdrawal from the casino yet?

Casino claimed that my astropay account that was already verified had an error in the country code and returned the balance in my account without finalizing the withdrawal, I tried to play again and I won, so the initial amount I requested of R$1,543, went to R$1,740, when I went to request a new withdrawal I saw that the casino transformed more than half of my balance into a bonus and once I fulfilled a new rollover, the balance was already real, as is usual in the casino when fulfilling the rollover, I lost everything because the site itself works in this way and as that was not enough, my level was changed from senator (11) to student level (1) as punishment for making the complaint

Cassino alegou que minha conta do astropay que já estava verificada tinha erro no código do País e retornou o saldo na minha conta sem finalizar o saque, tentei jogar novamente e ganhei , então o valor inicial que solicitei de R$1.543 , foi para R$1.740, quando fui solicitar novo saque vi que o cassino transformou mais da metade do meu saldo em bônus e vez eu cumprir novo rollover sendo que o saldo já era real, como já é de costume do cassino ao cumprir o rollover perdi tudo pois o próprio site trabalha dessa forma e como já não bastasse meu alteraram meu nível que era de senador (11) para nível estudante (1) como castigo por eu ter feito a reclamação

Thank you for your reply, Nelsao2023. Do I understand correctly that you have lost all winnings you initially wanted to withdraw? Could you please clarify how much money you currently have in your casino account?

Dear Nelsao2023,

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.