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Over the course of several weeks, I engaged in regular gambling activity on the platform, accumulating winnings totaling approximately €27,500. It is important to note that I did not use any bonuses or promotions; the winnings resulted exclusively from gambling with my own funds. During that period, I alternated between wins and losses, as is normal in gambling.

On May 2, 2026, I requested my first withdrawal in the amount of €500. Subsequently, I requested two more withdrawals of €500 each, totaling €1,500 in payment requests. To date, I have not received any funds nor have I been clearly informed of the reason for the delay.

Since then, I have contacted customer support numerous times, both via chat and through other channels provided by the casino. However, the responses I have received have been vague, generic, and insufficient, failing to provide any concrete explanation regarding the status of my withdrawals or a credible estimate for their completion.

I consider this situation unacceptable and contrary to the principles of transparency and good faith that should govern the relationship between the operator and its customers.

Ao longo de várias semanas, realizei atividade de jogo regular na plataforma, tendo acumulado ganhos que ascenderam a aproximadamente 27.500 €. Importa salientar que não utilizei quaisquer bónus ou promoções, tendo os ganhos resultado exclusivamente de jogo com fundos próprios. Durante esse período, fui alternando entre ganhos e perdas, como é normal na atividade de jogo.

No dia 02/05/2026, solicitei o meu primeiro levantamento no valor de 500 €. Posteriormente, solicitei mais dois levantamentos de 500 € cada, totalizando 1.500 € em pedidos de pagamento. Até à presente data, não recebi qualquer montante nem fui informado de forma clara sobre o motivo do atraso.

Desde então, contactei inúmeras vezes o serviço de apoio ao cliente, tanto através do chat como por outros canais disponibilizados pelo casino. Contudo, as respostas recebidas têm sido vagas, genéricas e insuficientes, não fornecendo qualquer explicação concreta sobre o estado dos meus levantamentos nem uma previsão credível para a sua conclusão.

Considero esta situação inaceitável e contrária aos princípios de transparência e boa-fé que devem reger a relação entre o operador e os seus clientes.

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Dear Mar341221,

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?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

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

Good afternoon. Yes, I've been paid winnings before.

The amount I won was from slots.

I was asked today to complete KYC verification. I’ve already submitted the required documents and am waiting for them to be verified.

When I checked my profile, I noticed that my date of birth was incorrect. I contacted support via chat, and they told me to reach out to customer service. I’ve already submitted the request to change it.

I’m waiting for a response.

Thank you very much for your help!

Boa tarde, sim, já me pagaram prémios antes.

O valor que ganhei foi em slots .

Pediram-me hoje a verificação KYC. Já enviei documentação e aguardo verificação dos documentos submetidos.

Ao consultar o meu perfil verifiquei que o dia da data de nascimento estava incorreto. Pedi apoio ao chat que me indicou contatar o apoio ao cliente. Já procedi a esse pedido de alteração.

Aguardo a resposta.

Muito obrigada pela vossa ajuda!

Thank you for your response. Do you have any updates for us in relation to the KYC verification? Have you received any communication indicating the status of your latest document submission?

Thank you in advance for your reply.

Good afternoon, I've sent the documentation you requested. I'm still waiting for it to be reviewed. I haven't received any further information.

Thank you for your help!

Boa tarde, enviei a documentação que me solicitaram. Continuo a aguardar a verificação. Não me enviaram mais informações.

Obrigada pela vossa ajuda!

Good morning, I received an email saying that the withdrawals I had requested had been canceled. They didn't tell me why. I asked for an explanation via chat, but they couldn't tell me why.

Bom dia, recebi um email que me cancelaram os levantamentos que tinha pedido. Não me deram informação do motivo. Pedi esclarecimento ao chat e não me souberam dizer o porquê.

Good afternoon, they canceled the withdrawals, and this is what my account looks like, as shown in the photo. They won’t let me upload anything else. I had already sent everything they asked for. I contacted customer service via chat, and they said it would take 10 business days. Now I’ve received another email after asking why they canceled my withdrawals. Please help me!

Boa tarde, cancelaram os levantamentos e a minha conta encontra-se assim, tal como mostra a foto. Não me deixam carregar mais nada. Já tinha enviado tudo o que me pediram. Contatei o chat e disseram-se que levava 10 dias úteis . Agora recebo outro mail depois de questionar o porquê de me terem cancelado os levantamentos.Ajudem-me por favor!

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear Mar341221,

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 Mar341221,

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