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They said they made a deposit to my CPF, but they won't tell me which bank it was sent to so I can try to retrieve the money. I've been dealing with this for 14 days now. I've already sent proof of my account in PDF showing that the deposit wasn't made. They sent me a banking reference number that none of the banks I go to recognize. I just want to know which bank the deposit was sent to, and they keep giving me the runaround!

Eles falaram que fizeram um depoimento em meu cpf , mas não me falam pra qual banco foi feito pra eu tentar resgatar o dinheiro, pois já estou a 14 dias nesse sofrimento, já mandei comprovante da minha conta em PDF que não foi feito o depósito , me mandaram um número de referência bancária que todos bancos que eu vou não tem nada nessa referência, eu só quero o banco que foi feito o depósito e eles ficam me enrolando!

Dear Vanderson1990,

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 advise when exactly you requested the withdrawal?
• Did you personally enter the bank account number when requesting the withdrawal?

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

Good morning, I was unable to make any withdrawal, I had tried about 8 times to withdraw and it was only denied, after trying so hard it was in process for about 3 days after that it was accepted they sent me a receipt that was paid but this amount did not arrive in any bank account linked to my cpf, the withdrawal was accepted msm 14/01/2025, my bank account was closed correctly because they sent me a receipt with my correct cpf.

Bom dia , não consegui fazer nenhuma retirada, eu tinha tentado umas 8 vezes fazer retirada e só dava negada , depois de tanto tentar ficou em processo uns 3 dias depois disso foi aceito me mandaram um comprovante que foi pago mas não chegou esse valor em nenhuma conta bancária vinculado ao meu cpf ,o saque foi aceito msm 14/01/2025,minha conta bancária foi encerida correta pois até por que eles me enviaram um comprovante com meu cpf correto .

they sent me a receipt that doesn't say what kind of transfer, and they still won't give me a concrete answer, they just keep saying that the financial department hasn't given an answer and they never say anything concrete!

eles me mandaram um comprovante que não fala banco que tipo de transferência nada , e ainda não me da uma resposta certa e concreta só fica falando que o financeiro não deu resposta e nunca fala nada concreto !

I went to my only bank that is active and my pix is registered in the cpf and there is nothing, I did a scan with my manager. I'll send you the receipt!

Fui no meu único banco que tá ativo e meu pix é cadastrado no cpf e não tem nada , fiz uma varredura com meu gerente. Vou mandar o comprovante!

Thank you for your reply, Vanderson1990. 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 Vanderson1990,

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.

Good morning thank you for reversing it, but they reversed the amount to the game so I made a new withdrawal and it went into my account!

Bom dia obg por estornar , mas eles me estornaram pro jogo o valor ai fiz um novo saque e caiu na minha conta !

Dear Vanderson1990,

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, 

Kristina

Casino.Guru