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Dear FATIMAPREUSSMOREIRA,

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 before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active 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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

i made several withdrawals previously

the winnings were not from bonuses but from a deposit of 2,000 reais.

on the platform it says that the verification has been completed and i have forwarded all the documentation and i have also provided proof of liveliness.

f iz várias retiradas anteriormente

os ganhos não foram de bônus e sim de depósito de 2 mil reais.

na plataforma diz que foi concluída a verificação e eu encaminhei todas documentação e fiz prova de vivacidade também.

Thank you for your reply, FATIMAPREUSSMOREIRA. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

hello it was october 20, 2024 for 800 reais and it was only a matter of minutes.

half pix

Pix cpf

The method is the same as the one I used in this complaint.

ola foi 20 de ouubro de 2024 no valor de 800 reais e foi questao de minutos.

metado pix

Pix cpf

O método é o mesmo que utilizei neste da reclamação.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear FATIMAPREUSSMOREIRA,

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.