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Dear Paula44,

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 Paula44,

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.

Good afternoon. Just to let you know, I’ve received three payments so far: 500 + 200 + 500 €.

But there is still 500€ that was withdrawn on August 18, which is still missing.

I don’t understand why the payments I’m receiving are being split up; I’ve never gambled at a bookmaker like this before. All my withdrawals from other gambling sites—such as Batano, Betclic, Bacana Play, and others—are processed immediately.

I’ll wait for the final payment of 500€ that’s still outstanding.

Thank you very much in advance for your attention.

Anyway...

Boa tarde. Para informar, foi me passado 3 valores até agora , 500+200+500 €

Mas ainda tem 500€ que foi feito o lavantamento no mesmo dia 18 do mês de agosto , que ainda está em falta.

Não entendo o motivo pelo qual é parcelado os valores que eu estou recebendo, nunca joguei em uma casa de apostas assim , todos os meus levantamento em outras coisas de jogos , tal como , batano , Betclic, bacana play entre outras , os levamentos caem na mesma hora.

Vou esperar pelo último pagamento no valor de 500€ que ainda está em falta.

Desde já , muito obrigada pela atenção.

Enfim..

Thank you very much for the update. I’m happy to hear that another €500 withdrawal had been processed. Please allow me to ask you a few questions so I can understand the situation.

• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• I understand that one withdrawal from August 18 is still pending. Could you please share screenshots of your communication with customer support regarding the withdrawal delay?

Thank you very much in advance for your reply.

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

Dear Paula44,

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,

Jean