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Good morning,

On the 31st of January, after fulfilling the wagering requirements and having sent all the documentation for verification, I made a withdrawal request of 2500 dollars. I received the information that the withdrawal was processed with the date of February 2nd. Now I asked the casino how long it takes to receive my winnings and the answer is not acceptable for a casino. There is no deadline for payment as they only process withdrawal requests and the payment provider makes the transfer.

I cannot accept that a casino tells me that there are no deadlines for payments.

Can you help me?

Bom dia,

no dia 31 de Janeiro, depois de cumpridos os requisitos de apostos e de ter enviado toda a documentação para verificação, efetuei um pedido de saque 2500 dólares. Recebi a informação que o saque foi processado com a data de 02 de Fevereiro. Agora questionei o casino quanto tempo demora a receber os meus ganhos e a resposta não é aceitável para um casino. Não existe qualquer prazo para pagamento pois eles só processam os pedido de saque e o provedor de pagamento é que faz a transferência.

Não posso aceitar que um casino me indique que não existe prazos para pagamentos.

Podem ajudar-me?

Dear Li1979,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus?

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, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Good morning Petronella,

Yes, it's my first withdrawal at this casino. Accumulated earnings with bonuses.

I only made the withdrawal after fulfilling the requirements.

It also completes the kyc check.

The 14 days have already passed, as I made the withdrawal request on the 31st of January. And the casino indicates there is no deadline to receive the winnings.

My complaint is following having an approved withdrawal and no indication of a deadline for receiving it in my account.

Thank you in advance for your attention and your help.

Bom dia Petronela,

Sim, é o meu primeiro saque neste casino. Acumulei os ganhos com bonus.

Apenas fiz a retirada após cumprir os requisitos.

Conclui tambem a verificação kyc.

Os 14 dias já passaram, pois efetuei o pedido de levantamento a 31 de Janeiro. E o casino indica não haver prazo para receber os ganhos.

A minha reclamação é no seguimento de ter um saque aprovado e sem indicação de um prazo para receber na minha conta.

Desde já agradeço a atenção dispensada e a vossa ajuda.

Thank you very much, Li1979, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Li1979!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Greetings all,

I have reviewed the situation and I can see that payment was issued by the casino to our 3rd party payment providers on the 7th of February for disbursal as a wire transfer. Once paid out to the 3rd party by the casino it is generally 3-10 business days on delivery but can sometimes be delayed beyond that due to transfer volumes or other reasons on the 3rd party end. Currently we are at 10 business days since paid by the casino, hopefully it comes in shortly. Should it be delayed much further than 14 business days I can request further review however for the moment we need to wait and see if payment arrives.

Best wishes,

Nick and Sunrise Slots

Hello, Nick and thank you!

I will be setting timer for the withdrawal for 4 days and I hope, funds will be deposited in player's account in a no time.

Goodnight,

I inform you that I received my winnings today.

Thank you for your help. You can close the complaint as resolved.

Compliments,

Boa noite,

informo que recebi hoje os meus ganhos.

Agradeço a vossa ajuda. Podem fechar a reclamação como resolvida.

Cumprimentos,

Dear Li1979,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Pavel K

Casino Guru Team