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Good morning, I'm here to explain my situation because I believe enough time has passed and I have not received any help from the casino in question. I have a withdrawal request made since January 22, and it has not even been approved yet!! I find this unacceptable and feel deceived! (This is not the first time I have made a withdrawal and it has never taken this long). They say approval takes 1-3 business days, but it's been over a week and nothing! I hope to see this situation resolved.

Bom dia, venho aqui expor a minha situação porque julgo ter passado tempo suficiente e não obtenho ajuda da parte do casino em questão. Tenho um pedido de levantamento feito desde o dia 22 de janeiro, e o mesmo ainda não foi sequer aprovado!! Acho isto inadmissível e sinto-me enganada! (Não é a primeira vez que faço levantamento e nunca demorou tanto tempo). Eles dizem que para ser aprovado demora 1-3 dias úteis, entretanto já passou uma semana e nada! Espero ver esta situação resolvida

Dear FilipaF.92,

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,

Kristina

I've had my account verified for over a year, I've made withdrawals before, it's never taken this long, it's normal that I feel cheated, especially since when you deposit it's available right away! I've never read anything about it taking 14 days, in fact, the casino hasn't told me about it either.

Tenho a conta verificada à mais de 1 ano, já fiz levantamentos antes, nunca demorou este tempo, é normal que me sinta enganada, principalmente porque quando é pra depositar fica disponível na hora! Nunca li nada sobre poder demorar 14 dias, aliás, o casino não me falou sobre isso, tão pouco.

Thank you for your reply, FilipaF.92. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Unfortunately, the situation remains unresolved

Infelizmente, a situação continua sem estar resolvida

Thank you for your reply, FilipaF.92. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise when exactly you made the last successful withdrawal, and how many days did it take to be processed?
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Dear FilipaF.92,

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 evening, the situation was resolved 2 weeks later.

Boa noite, a situação ficou resolvida, 2 semanas depois.

Dear FilipaF.92,

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