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I'm here to complain about my withdrawal made on January 28th. To this day they haven't paid me and they keep coming up with the same excuses, that my withdrawal is late, that my withdrawal is a priority and many more excuses and my money doesn't show up

Venho por este meio fazer uma reclamação relativa ao meu saque feito no dia 28/1. Até ao dia de hoje não me pagaram e continuam sempre com a mesmas desculpas, que o meu saque está atrasado, que o meu saque é prioridade e muitas mais desculpas e o meu dinheiro não aparece

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Dear Sofiaamp,

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 Sofiaamp,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No. I still haven't received my payment. Every day I talk to the chat and every day they give me the same answers that they're late, that my withdrawal is a priority and I'm not getting anything. They never have any news. They haven't paid me and have no intention of doing so

Não. Ainda não obtive o meu pagamento. Todos os dias falo com o chat e todos os dias me dão as mesmas respostas que estão atrasados que o meu saque é prioridade e não recebo nada. Eles nunca teem novidades. Não me pagaram e não fazem intenção de pagar

It has already been resolved

Já foi resolvido

Dear Sofiaamp,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru