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I made a withdrawal request to my account on 21-10-2025 for €126, I was supposed to receive it on 24-10-2025, which I did not. We met on 27-10-2025, I spoke to customer service numerous times where they said they would speak to the financial institution to speed up my process and nothing so far, I have already sent a complaint by email as well. I just want what belongs to me because I won.

Fiz o pedido de levantamento para a minha conta dia 21-10-2025 no valor de 126€, era suposto receber dia 24-10-2025 o que não ocorreu. Encontramo-nos no dia 27-10-2025 falei inúmeras vezes com o apoio ao cliente onde disseram que iam falar com a instituição financeira para acelerar o meu processo e nada até agora, já enviei reclamação por email também. Eu só quero o que me pertence pois ganhei.

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Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

I haven't been able to open the chat to talk to the assistants since yesterday

Desde ontem não consigo abrir o chat para falar com os assistentes

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

Dear Jpinheiro23,

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,

Veronika