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I'm contacting this casino to find out about the reality of taking so long to pay out a withdrawal when the stipulated time for paying out the withdrawal has passed. I got on the chat and they keep trying to encourage me to ask for the withdrawal to be reversed. I've seen several players with the same withdrawal problem. This casino operates without a license... I think I've fallen for the scam... A small amount of money they can't pay out, I can't imagine if it's a big amount... I don't recommend this casino to anyone who wants to have fun.

Estou entrando em contato com esse Casino pra saber da realidade de demorar pra pagamento de saque sendo que já passou o tempo estipulado pra pagamento do saque . Entrei no chat e eles ficam enrolando e incentivando a pedir o estorno do saque. Vi vários jogadores com esse mesmo problema de saque .. Esse casino opera sem licença... Acho que caí no golpe... Uma pequena quantia não conseguem fazer o pagamento imagino se for um valor alto... Não recomendo esse Casino pra quem quer se divertir.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please specify how many days ago was your withdrawal requested?
• Was your account, including the payment method, successfully verified?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you.

Thank you in advance.

Best regards,

Attila

The account is fully verified and in the chat they say that my withdrawal has been approved and that the finance department has it as a priority withdrawal request made last month so far nothing conclusive. Lack of respect.

A conta está verificada totalmente e no chat eles diz que meu saque foi aprovado e que o departamento financeiro tem ele como prioridade solicitação de saque feita no mês passado até o presente momento nada de conclusivo. Falta de respeito.

In the last few days they have canceled my withdrawal claiming that the payment provider was unable to make the payment... The information added to receive the payment is as requested by the site and I also confirmed in the chat if everything was correct to receive my withdrawal payments the attendants said that Yes everything was correct with the data attached. To my frustration, I realized that the Casino Site had canceled my withdrawal claiming that it was the payment provider. I recently made another withdrawal of 788 BRL and so far there has been no payment. I asked in the chat if my account needed verification and the attendant answered me honestly!!!! That my account doesn't need verification... So far I have not received my winnings 😭😭😭😭 I'm pretty sure I fell for a scam... I don't understand that Casino Guru Gave 8.00 points for the reputation of this Casino 😔😔😔

Nós últimos dias eles cancelaram minha retirada alegando que o provedor de pagamento Não conseguiu realizar o pagamento... As informações adicionada pra receber o pagamento está conforme o pedido pelo site e ainda confirmei no chat se estava tudo correto pra Receber meus pagamentos do Saque o atendimentes disseram que Sim estava tudo certo com os dados anexados. Pra frustração percebi que o Site de Casino tinha cancelado meu saque alegando que foi o provedor de pagamento. Recentemente realizei outro saque no valor de 788 BRL até o presente momento nada de pagamento. Perguntei no chat se minha conta precisava de verificação o atendente respondeu me de forma honesta!!!! Que minha conta não precisa de Verificação... Até o momento presente Nada de receber meus ganhos 😭😭😭😭 tenho quase certeza que caí num Golpe... Não compreendo que o Casino Guru Deu 8 .00 pontos pela reputação desse Casino 😔😔😔

Dear Fcastro1988, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please attach a screenshot of your withdrawal?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Dear Fcastro1988,

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.

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

Dear Fcastro1988,

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,

Attila