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I placed bets on slots using my deposit of €10, without using any bonus amounts. I complied with all document validation requirements, and it was confirmed via chat that everything was validated on my end. I achieved a total win of €230, for which I requested a withdrawal on 01/07/2025.

I was informed by email that the withdrawal would be completed within a maximum of 72 hours. This timeframe has already passed, and they continue to tell me in chat that they will process the withdrawal as soon as possible but fail to do so. I consider this casino fraudulent because they have previously voided an entire balance of winnings I had obtained, claiming I used a welcome bonus they had given me. The reviews of this casino show that they act fraudulently with their customers.

Fiz apostas em slots a partir do meu depósito no valor de 10€, sem utilizar qualquer montante de bónus. Cumpri com todas as métricas de validação de documentos, inclusive foi-me confirmado por chat que estaria tudo validado do meu lado. Consegui um ganho total de 230€, sobre o qual pedi retirada no dia 7.1.2025.

Fui informado por email que a retirada seria concluída num prazo máximo de 72h. Esse prazo já foi ultrapassado e continuam em chat a dizer que vão processar a retirada o mais breve possível mas não cumprem. Considero este casino fraudulento pois já me tinham anteriormente anulado totalmente um saldo de ganhos que tinha obtido, segundo eles utilizando um bónus de boas vindas que me tinham dado. Os comentários deste casino demonstram que atuam de forma fraudulenta com os seus clientes.

Dear rlucas,

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 by 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

As you can see, the casino has no interest in paying out winnings and will do everything in its power to cancel them.

Como podem verificar o casino não tem interesse em pagar ganhos e tudo fará para os anular.

After all these days they decided to pay... but I've never had such a strange and lengthy withdrawal process in a casino. I totally lost my trust in them.

Ao fim de todos estes dias acharam por bem pagar... mas nunca tive um processo de retirada tão estranho e demorado num casino. Perdi totalmente a minha confiança neles.

I understand your frustration and dissatisfaction with the way the casino handled your withdrawal request. It seems that now you should finally get your payment. Please let me know as soon as you receive your winnings. Thank you for your patience and cooperation.

I've already received the winnings in my account.

Thank you

Já recebi os ganhos na conta.

Obrigado

Dear rlucas,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru