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This casino is a total scam; customer support is run by AI. Then they said they’d assigned me a VIP manager, but there’s no such person because they don’t respond to my emails or WhatsApp messages. It turns out I made two withdrawal requests on different days—one for €350 and another two days later for €380, for a total of €730—and they’ve been pending for a week now. According to the AI-powered customer support, they always send the same automated message saying they’ve already forwarded my withdrawal request to the finance department and that it will be processed as soon as possible. It’s always the same story—I’ve had an exact same situation at another casino with exactly the same automated responses.

Este casino é uma autêntica burla, o apoio ao cliente é IA, depois disseram que me atribuíram um gestor VIP, na qual não existe pois não responde aos meus emails e WatsApp, Acontece que fiz 2 pedidos de levantamento em diferentes dias um de 350€ e outro dois dias depois de 380€ um total de 730€, e continuam Pendentes isto já a uma semana, segundo a inteligência Artificial do apoio ao cliente respondem sempre a mesma mensagem automática que já encaminharam o meu pedido de levantamento para o departamento financeiro e que vai ser realizado o mais rápido possível. Isto é sempre a mesma coisa, já tive um caso exatamente igual em outro casino exatamente com as mesmas respostas automáticas.

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Dear Kachapum,

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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of 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,

Jean

Okay, I'll wait the 14 days then; it's been a week today.

Thank you for your attention.

Ok vou aguardar então os 14 dias, hoje já faz uma semana.

Obrigado pela atenção

Thank you for patiently waiting.

Could you give us an update if whether you received your withdrawals?

If you haven't, could you please upload a screenshot of your withdrawal history directly to this thread? Thank you for your assistance.

Dear Kachapum,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru