The player from Brazil requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. We rejected the complaint because the player didn't respond to our messages and questions.
Good morning, I have a problem withdrawing this amount, the casino does not respond to my emails and the chat is not available, I hope this will be resolved as soon as possible.
Dear ranyerecarvalho,
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
Dear ranyerecarvalho,
Have you received your withdrawal from the casino yet?
Thank you for your reply, ranyerecarvalho. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.