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I made a withdrawal request for €100 on August 20, and the account did not require verification. I waited three working days for the money to arrive in my account. Since then, I've been going to the live chat every day to ask when they intend to pay and the answer is always the same: they're working on it and they'll send priority messages to the finance department. The truth is, so far, nothing.

Fiz um pedido de retirada no valor de 100€ no dia 20/08, a conta não requere verificação. Aguardei os três dias úteis que o dinheiro me caísse na conta. Não aconteceu, desde então, todos os dias tenho ido ao live chat perguntar quando tencionam pagar e a resposta é sempre a mesma, estão a resolver e que enviam mensagens de prioridade ao departamento financeiro. A verdade é que até agora, nada.

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Hello,

It's my first withdrawal. I don't remember if I played with a first deposit bonus and met the wagering requirements or if I reached €100 with a real balance and canceled the active bonus so I could withdraw what I had won. My account does not require verification.

Thank you

Olá,

É o primeiro saque. Não me recordo se joguei com bónus de primeiro depósito e cumpri com os requisitos de aposta ou se atingi os 100€ com saldo real e cancelei o bónus ativo para poder sacar o que tonha ganhado. A minha conta não requer verificação.

Obrigada

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

Dear Lucyfera,

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,

Tomas