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Good afternoon,

I have been trying to make a withdrawal for more than 2 weeks now, the first one was refused because some data was needed to verify the account.

After the verification was carried out and it was successful, I made the withdrawal request again on the 12th and so far it is still pending, I have already tried to contact the support, but the automatic responses are always the same, saying that my withdrawal is under analysis.

Boa tarde,

Ja há mais de 2 semanas que estou a tentar fazer um levantamento, o primeiro foi recusado devido a serem necessários alguns dados para a verificação da conta.

Depois de efetivada a verificação e a mesma sendo dado c sucesso, voltei a fazer o pedido de levantamento no dia 12 e até agora o mesmo continua pendente, já tentei contactar o suporto, mas as repostas automáticas são sempre as mesma, a dizerem que o meu levantamento se encontra em análise.

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Dear sarapintoo,

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

Good afternoon,

As of today the money still hasn't shown up, it's been 14 days and the status is the same 'pending', support says they will speed up the process but it's still the same.

Boa tarde,

Ate à data de hoje o dinheiro continua sem aparecer, já lá vão 14 dias o estado é sp o mesmo ‘pendente’, o suporte de apoio diz q vai acelerar o processo mas o mesmo continua na mesma.

Dear sarapintoo,

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.

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

Dear sarapintoo,

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