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I'm trying to withdraw my amount and I'm not succeeding, the support only helps to try another method but none of it works, I've already deposited it again in another method to retry according to their rules, it won't and the money returns to the pix... they They don't want to help, they just say the same thing. We need a return with more clarification because I have prints.

estou tentando sacar, meu valor e nao estou conseguindo, o suporte apenas aussilia pra tentar outro metodo mas nenhum da certo ja depositei denovo em outro metodo pra retentar de acordo com as regras deles, nao vai e no pix o dinheiro retorna... eles nao querem auxiliar apenas dizem a mesma coisa. precisamos de um retorno com mas exclarecimento pois tenhos prints.

Dear lennerlnr751,

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?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

my earnings were without bonus. I checked yes. the error is always the same, the attachment has already gone for 1 week without withdrawing

meus ganhos foram sem bonus. fiz a verificaçao sim. o erro e sempre o mesmo segue o anexo ja vai para 1 semana sem sacar

Thank you very much for your reply, lennerlnr751. Before we contact the casino, could you 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.

Dear lennerlnr751,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.