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Good afternoon, my withdrawal has been pending since June 20. My account has already been approved, and in the chat they always say there are delays. Now they don't even have online chat anymore—you can only submit a support ticket, but they don't respond.

Boa tarde, tenho o levantamento pendente desde dia 20/06. Já tenho a conta aprovada e no chat dizem sempre que estão com atrasos. Agora já nem chat online tem, apenas submeter ticket mas não respondem.

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Hello,

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 confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active 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,

Attila

Hello, and thank you for your reply.

1- That was the first withdrawal I tried to make.

2- Yes, I successfully completed the KYC process.

3- Those were winnings from bets I placed with the deposit I made; I don’t have any bonuses.

Olá e obrigado pela resposta,

1- foi o primeiro levantamento que tentei fazer.

2- Sim realizei com sucesso o kyc.

3- Foram ganhos de apostas com o depósito que fiz, não tenho bônus.

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, Munya (munya.s@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,

Attila