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I would like to know what is the real need for an account verification? I've been trying to make a withdrawal of 100 reais for more than 5 days and there are excuses and more and nothing to solve my problem, making it very clear here that I don't know the law that forces me to verify an account to get my withdrawal, and I'm ready to go after my rights. Please help me Guru ???

Gostaria de saber qual é a real necessidade de uma verificação de conta? Estou a mais de 5 dias tentando fazer um saque de 100 reais e são desculpas e mais e nada de resolver o meu problema, deixando bem claro aqui que eu não conheço lei que me obrigue a verificar uma conta para obter meu saque , e estou pronto para ir atrás dos meus direitos . Por favor me ajude Guru ???

Dear Diego10,

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

Ok I'm waiting!

thank you very much Guru.

Ok estou no aguardo!

desde já muito obrigado Guru.

Dear Diego10,

Have you received your withdrawal from the casino yet?

Guru I still haven't received it, I verified the account as they ask, I requested the withdrawal but so far nothing!!!

Guru ainda não recebi fiz a verificação da conta como eles pedem , solicitei o saque mais até agora nada !!!

Thank you for your reply, Diego10. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. I am afraid that if you fail to provide the necessary documents, you won't be able to withdraw your winnings.

Could you please confirm that you have already provided all the required documents to verify your identity?

Hello Guru, yes, I have already provided all the documents, the account has already been verified, even so, on today's date, it completes 3 days that I requested another withdrawal, and there are excuses and more excuses and none of my money, very horrible platform without any support!!

(Remembering that after verifying the account, the maximum deadline for withdrawal was a maximum of two days 😪)

Olá Guru, sim já forneci todos os documentos a conta já foi verificada mesmo assim, na data de hoje completa 3 dias que solicitei outro saque, e são desculpas e mais desculpas e nada do meu dinheiro plataforma muito horrível sem suporte nenhum!!

(Lembrando que após a verificação da conta o prazo máximo para saque era no máximo dois dias 😪)

Diego10, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Diego10,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.