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This bookmaker is simply the worst thing I've ever seen in my life. The biggest disorganization possible. I've been trying to make a withdrawal for 3 weeks now and I can't. I've already sent numerous documents to verify the account, I verified it, then I had a problem withdrawing, I couldn't get the withdrawal approved. After that, the withdrawal was approved and I didn't receive the money, more days passed and the money was returned to the account. I've emailed the security department, the processing department and I haven't received my money, they're trying to rip me off.

Simplesmente essa casa de aposta é a pior coisa que eu já vi na vida. Maior desorganização possível. Estou a 3 semanas tentando fazer um saque e não consigo. Já enviei inúmeros documentos para verificar a conta, verifiquei, depois tive problema para sacar, não conseguia ser aprovado o saque. Após isso, o saque foi aprovado e eu não recebi o dinheiro, mais dias se passaram e retornaram o dinheiro a conta. Troquei email com departamento de segurança, departamento de processamento e nada de receber meu dinheiro, eles estão enrolando para me roubar.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Has the casino customer support specified why the withdrawal was cancelled?
• Which payment method did you select for processing your withdrawal request?
• Are there any pending withdrawal requests currently in your account?

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

Best regards

Veronika

Hello.

-I've only played sports.

-Support first asked me to check, which I did. When I try to withdraw, I get an error saying that I can only withdraw using the same method that was deposited, but I have already informed them that the method was Pix and there is no longer this method available for withdrawal from the account. I'm trying Bank Transfer, which is basically the same thing, and the error keeps occurring. I've been trying to get my money for 3 weeks now.

-I requested the bank transfer method.

-There isn't one.

Olá.

-Apenas joguei em esportes.

-O suporte primeiro me pediu para verificar, o que eu fiz. Quando tento sacar da um erro que diz que eu só posso sacar no mesmo método que foi depositado, mas eu já informei para eles que o m´´etodo foi Pix e não tem mais esse método disponível para saque na conta. Estou tentando via Transferência bancária que é basicamente a mesma coisa e o erro continua ocorrendo. Eles não resolvem, j´´a estou a 3 semanas tentando receber meu dinheiro.

-Solicitei no método de transferência bancária.

-Não há.

Please forward me the communication between you and the casino regarding the issues with processing your withdrawal request at veronika.f@casino.guru.

Have you received any suggestions for alternative payment methods for your withdrawal?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear analeticia,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika