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I made several deposits on the site through ATM, when I tried to make a sepa withdrawal I am informed that it does not have this method available, I try the visa is not available, I submit a complaint to the site only respond in English and always the same thing, try the methods available on the site , now I have the money in the account and the support is super negative.

Efetuei vários depósitos no site através de multibanco, quando tentei efetuar levantamento sepa sou informado que não tem esse metodo disponível, tento o visa não está disponível, envio reclamação ao site só respondem em inglês e sempre a mesma coisa, tente os métodos disponíveis no site, agora tenho o dinheiro na conta e o apoio é super negativo.

Dear Marcos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you been informed why you cannot use a preferred payment method to withdraw your winnings or you just couldn’t choose it in the withdrawal section? Please note, that some payment providers do not offer their service in specific countries, and Portugal might be one of them. I checked the banking section for Portugal and bank transfer wasn’t available, however you should be able to use Visa card for withdrawals.

I believe we will be able to help you to resolve this issue soon. Looking forward to hearing from you.

Best regards,

Kristina

Hello, they inform that the withdrawal by visa is not available, I can only withdraw by digital wallet, however they allow depositing by ATM but then there is only withdrawal by digital wallet and I do not have digital wallets

Olá, eles informam que não está disponivel o saque por visa, só posso retirar por carteira digital, no entanto permitem o depósito por multibanco mas depois só tem o saque por carteira digital e eu não tenho carteiras digitais

Thank you very much Marcos for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Marcos.

I absolutely appreciate that you shared your experiences with the Casino Guru team. Did the casino provide you with any explanation why the visa is not available?

No, they just said it was not available, but the visa method is still on the website.

Não, apenas disseram não estar disponível, mas no entanto o método visa está no site.

Marcos, thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

We have checked the info abow and chats with player. So, our cooments of the situation you can find below. 

The player contacted support team on the 17, 18 and 23rd of May. Support service provided chat on Portuguese language correctly. 

Bet&U security service required documents for verifying player's account. 

Account is still not verified. There is no money to withdrawth from players account as after request to provide documents player lost his game money in another games.

FYI, security service is English- speaking for all european players. 

We are sorry that you faced with such situation. Heartily hope that it didn't affect your players experience. 

Looking forward to see you again, Marcos!  

Best regards,

Betandyou company

Dear Betandyou company.

Thank you very much for your cooperation. Has your support informed the player that his verification has not been finished, yet? Since they speak Portuguese it should not be a problem to advise the player.

Good day, Jozef!

Yes, sure. We informed the player about his verification process.

Thanks a lot for cooperation and make this situation more clear.

Best regards,

Betandyou company

Hello Marcos.

Please, could you confirm the casino statement?

Dear Marcos.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.