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I made two withdrawals—one for 227 reais and another for 3,000—14 days ago, and I still haven't been paid. I spoke with customer support, and they said they would resolve my issue, but they haven't done so yet.

fiz dois levantamentos 1 de 227 reais outro de 3000 fazem 14 dias e nao me pagam falo com o suporte e falam que vao resolver o meu problema mas nao resolveram ate agora

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Dear carlos2400,

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 from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a 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,

Tomas

I've made withdrawals before—they used to take 5 to 7 days to go through—but this one, which is a bit larger, has been pending for 15 days now. I've already gone through all the verification steps and didn't receive any bonuses.

ja fiz saques demorava de 5 a 7 dias para cair mas esse que é um pouco maior ja fazem 15 dias, ja passei por todas as verificações e nao tive nenhum bonus

I've made withdrawals before—they usually took 5 to 7 days. This one is for a larger amount, and it's been 15 days already and still nothing. I went through all the verification steps as usual and didn't receive any bonuses.

ja fiz saques sim demoravam de 5 a 7 dias esse que é um montate maior ja fazem 15 dias e ainda nada, passei por todas as verificaçoes normalmente e nao tive nenhum bonis

I made withdrawals, verified my account, and didn't use any bonuses

fiz saques, fiz verificação e nao usei bonus

Can someone answer me?

alguem pode me responder

Dear carlos2400,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

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

Dear carlos2400,

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,

Stefan