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I made a deposit, and I played, I got the amount above, and I can't make the withdrawal, I already entered the bank details, everything is fine and still the transaction fails, it appears as your request cannot be completed, I've tried to contact anyway and I have no return!

Eu fiz um depósito, e joguei obtive o valor a cima, e não consigo fazer a retirada, eu já coloquei os dados bancários, está tudo certo e ainda assim da erro na transação, aparece como sua solicitação nao podê ser concluída, já tentei contato de todas as formas e não tenho retorno!

Dear Amanda131116,

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?

Have you accumulated 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

This is the first time I'm trying to withdraw, about the active bonus, the bonus has already ended, I've already paid the amount I should, but I try to withdraw and I can't, I've sent all my documents and it still won't! It appears that it is not possible, but I don't know what else to do now!

Essa é a primeira vez que estou tentando retirar, sobre bônus ativo, o bônus já foi encerrado, já cumpri o valor que deveria, porém tento retirar e não consigo, já enviei todos os meus documentos e mesmo assim não vai! Aparece que não é possível, porém não sei mais o que fazer agora!

Thank you for your reply, Amanda131116. Do I understand correctly that you receive an error message when you try to withdraw your winnings? Could you please post here a screenshot of the error message? Have you tried requesting a withdrawal via an alternative withdrawal method?

Have you tried contacting the casino regarding this issue? 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 Amanda131116,

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.