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I requested a withdrawal on the platform almost a month ago, and the amount hasn't been credited! There are other people with the same issue. When we contact the chat, they say "there was a delay in processing," and the same response is given every day you reach out—generic and automatic replies.

The important thing is, my money hasn't been deposited into my account, and they aren't doing anything about it.

Solicitei saque na plataforma a quase um mês e o valor não caiu! Existe outras pessoas com o mesmo problema. Quando entramos no chat informam que "houve um atraso no processamento" e a mesma resposta é dada todos os dias que você entra em contato, são respostas genéricas e automáticas.

O que importa, meu valor não caiu na conta e eles não fazem nada.

Dear Luccabh2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I've made successful withdrawals before and my account is already verified. At first they were on time, the last one took 10 days but they informed me of the payment date. This time they're just playing games, saying there's been a delay and they don't have access to the financial system. It's been more than 15 days

Já fiz retiradas bem sucedidas antes sim e minha conta já é verificada. No começo caiam no prazo, a última demorou 10 dias porém eles me informaram a data de pagamento. Dessa vez somente enrolação, falam que houve um atraso e não tem acesso ao financeiro. Faz mais de 15 dias

Dear Luccabh2, do you have any updates regarding the withdrawals?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

One of the withdrawals has been released, but there is still one to go.

No bonuses have been accumulated

I'll leave an attachment to the chat. They're all the same answer

Um dos saques foram liberados, porém ainda há um.

Não foi acumulado de bônus

Sobre o chat, deixarei anexo. TODOS são a mesma resposta



Dear Luccabh2, have you received the second withdrawal?

Dear Luccabh2,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.