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I have been trying to withdraw my winnings of 1,788 reais for a week now. I have met all the requirements, and the amount is within the withdrawal limits. As shown in the attachment, I have proof of the casino's responses; I’ve sent over 10 emails, and they always say the same thing—that they are verifying the matter and treating it as a priority—yet nothing happens. Please help me with this; I need my money.

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Dear Viniciusvicentini,

Thank you very much for your update.

To help me better understand your case, could you please answer the following questions?

• Did you sucesfully withdrawn funds from this casino before?
• Could you please give me a date when did you asked for withdrawal?
• Did you used any casino bonuses or you have currently any active bonus?
• Did you sucesfully completed your KYC verification?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi Karla, I’ve been questioning my withdrawal since August 20. Today I got irritated and canceled the withdrawal, then made 3 smaller withdrawals to see if they would pay the total amount. However, it went into that 3-business-day loop, which will start counting from this Monday. No KYC was requested for my account and nothing is pending. I didn’t use any account bonuses — in fact, I refused them all.

Good morning. Today marks the third business day since I requested my withdrawal, yet I still haven't received it. I split the amount into smaller withdrawals—two for 500 reais and one for 800—to see if that would work, but the money still hasn't hit my account. They keep saying they are dealing with high volume and that the finance department is looking into it, but the money never arrives. In attachment my requests for withdraw.

Dear Viniciusvicentini,

Thank you for the update. I’m sorry to hear that you are still experiencing delays with your withdrawals.

Please note that we generally do not recommend cancelling and submitting new withdrawal requests, as doing so may place you further back in the withdrawal processing queue.

Based on our experience, withdrawals may take up to 14 days to be processed, even when no additional KYC verification is required. As you cancelled your original withdrawal and submitted new requests, we need to allow the casino sufficient time to process these new withdrawals before we can intervene.

For this reason, I will set the timer for another 7 days. If your withdrawals have still not been processed by then, we will proceed with further investigation.

Thank you for your patience and understanding.

Karla M.

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

Dear Viniciusvicentini,

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,

Karla