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Good evening,

I requested a withdrawal on 12/30 and so far the money has not been deposited into my account. I made two withdrawal requests, one for R$ 1850.00 and another for R$ 250.00. I've contacted the casino several times, but each time they have a different explanation. The latest was that the process is delayed and they couldn't provide a timeframe, asking me just for patience.

Boa noite,

solicitei o meu saque no dia 30/12 e ate o momento o dinheiro não caiu na minha conta. Realizei duas solicitações de saque, uma de R$ 1850,00 e outra de R$ 250,00, já entrei em contato com o casino varias vezes, porem toda vez eles tem uma informação diferente, a ultima foi que o processo está em atraso, não me deram um prazo e me pediram somente paciencia.

Dear rscarvalhos,

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,

Kristina

Good morning Cristina,

The main problem, besides the delay in making the money available, is not having accurate information about the case, at the moment I don't know if I have any pending issues or not. Could you check for me? Because every time I open a ticket I receive different information.

Bom dia Cristina,

O principal problema alem do atraso na disponibilização do dinheiro é não possuir uma informação precisa do caso, no momento nao sei se possuo pendencias ou nao. Voce poderia verificar para mim? Porque toda vez que abro um chamado recebo uma informação diferente.

Thank you for your reply, rscarvalhos. I apologize, but I don't understand your last message. I work for casino.guru not for the casino and I do not have access to your casino account. Could you please clarify?

Dear rscarvalhos,

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.

Goodnight,

So far I have not had access to the money I requested from the casino. I'm in the account verification process, I've already sent all the documentation they requested, but the bank statement document is always rejected, I sent it more than 10 times. I don't know what to do anymore, can anyone help me? I need the money to pay my bills.

Boa noite,

Ate o momento nao tive acesso ao dinheiro que solicitei do cassino. Estou no processo de verificação de conta, ja enviei todas as documentações que eles pediram, mas o documento extrato bancario é sempre rejeitado, enviei mais de 10 vezes. Ja nao sei mais o que fazer, alguem consegue me ajudar? Estou necessitando do dinheiro para pagar as minhas contas.

Have you received any explanation regarding the rejected bank statement? Did the casino specify what was wrong and/or what you should do in order to successfully verify this document? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Updating the information, they accepted the history of my statement, however, now another request for extra information has appeared and I have already sent evidence of what was requested, however, it was rejected once. At that moment I just uploaded the evidence again. Below is the screenshot:

Atualizando as informações, eles aceitaram o histórico do meu extrato, porem, agora apareceu mais uma solicitação de informação extra que já enviei evidencia do que foi pedido, no entanto, foi rejeitada uma vez. Nesse momento acabei de subir a evidencia novamente. Segue abaixo o print da tela:

Thank you very much, rscarvalhos, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you rscarvalhos for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LegendPlay Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter