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Withdrawal request made on 10/30/2024 at 5:00 PM with Supreme level, which allows and ensures accelerated withdrawals. However, as of now, 11/07/2024 at 1:46 AM, there's been no technical response. They're only telling me to wait. They initially requested 5 working days, which have already passed, and nothing at all has happened so far with Supreme level.

Solicitação de retirada desde 30/10/2024 as 17:00 com nível Supreme que permite e garante saque acelerados. No entanto até o momento 07/11/2024 as 01:46 nenhuma resposta técnica. Só mandando aguardar. Porém antes pediram 5 dias úteis que já se passaram e nada de nada até agora com nível supreme.

Dear jm9914,

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

I've already made a withdrawal of 12,000,000 and it fell through in seconds. I've already lost 4,000,000 and I'm fine, I think they gave me a birthday bonus of 2,500 and now they want to take it.

Eu já fiz saque se 120000 e caiu em segundos já perdi 40000 e fiquei tranquilo, acho que me deram um bônus de aniversário de 2500 e agora querem tomar

as of 09/11/2024 at 00:05 no reply from the casino and the withdrawal is still being processed. What they say is that there was an error and we have to wait.

ate 09/11/2024 as 00:05 nenhuma resposta do cassino e o saque ainda em processamento. O que eles falam que ouve um erro e tem que aguarda.

Update 10/11/1024 the withdrawal has not yet been processed, I'm still waiting for the casino's goodwill.

Atualizando em 10/11/1024 a retirada ainda não foi processada, sigo no aguarda da boa vontade do cassino.

Thank you for your reply, jm9914. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Have you recently tried contacting the casino regarding this issue? 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.

Yes, my account is verified, with Supreme level the highest level on the platform, and I've made withdrawals of higher amounts.

The amount in question was not a bonus, and I have no active bonus. The rollover for the deposit was fulfilled and the withdrawal was approved, but it hasn't landed in the bank account, it's just being processed.

Sim, minha conta é verificada, com nível Supreme o mais alto nível da plataforma, assim como já fiz retiradas de valores superiores.

O valor em questão não foi de bônus, e não tenho bônus ativo. O rollover do depósito foi cumprido e o saque aprovado mas não caiu na conta bancária, fica só em processamento.

In another request to the casino, it replies that I have to wait!

Em mais uma solicitação ao cassino o mesmo responde que devo aguarda!

Thank you very much, jm9914, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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 jm9914,

My name is Romi and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Monro Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

I would like to point out that today, November 16, 2024, the balance was returned to the casino and I requested a new withdrawal, which was processed within seconds and landed in my bank account. And so the soap opera ended.

Faço constar que hoje 16/11/2024 o saldo retornou ao cassino, solicitei um novo saque que em segundos foi processado e caiu na conta bancária. E assim a novela terminou.

Thank you, jm9914, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru