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I have €1250 pending divided into 3 withdrawals (maximum limit of 3 withdrawal requests allowed by the casino) since September 21st.

I haven't played bonuses, my account hasn't been asked for any kind of verification so far and it's the first time I've made withdrawals at this casino. As usual, I played slots and some sports betting.

Even though the casino says it pays within 72 hours, 2 weeks have passed and they still haven't paid.

the casino doesn't care about its players since every day I go to the chat and the answer is always the same, that I have to wait ... I ask for your help because without you the casino will never pay . Thank you

Tenho 1250€ pendentes divididos em 3 levantamentos ( limite máximo de 3 pedidos de levantamento permitido pelo casino ) desde o dia 21 de setembro.

não joguei bônus, na minha conta não foi pedido qualquer tipo de verificação até ao momento e é a primeira vez que fiz levantamentos neste casino. Joguei como é habitual slots e também algumas apostas desportivas .

Mesmo o casino informando que paga em 72 horas, já passaram 2 semanas e continuam sem pagar .

o casino não quer saber dos seus jogadores vistos que todos os dias vou ao chat e a resposta é sempre a mesma, que tenho de esperar .. peço a vossa ajuda porque sem vocês o casino nunca irá pagar . Obrigado

Dear guizinho8,

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

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I said in the post that my withdrawal had been pending for 14 days, so I don't understand how they can say I have to wait longer? The casino says it pays in 72 hours, 14 days have passed and I still haven't received my money and there's no response from the casino other than to wait

Eu disse na publicação que o meu levantamento já estava pendente há 14 dias por isso não percebo como é que podem dizer que tenho de esperar mais tempo ?? O casino diz que paga em 72horas, já passaram 14 dias e eu continuo sem receber o meu dinheiro e sem haver qualquer resposta por parte do casino que não seja para esperar

Dear guizinho8,

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.

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

Dear guizinho8,

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,

Dominika