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Hello, I played at this casino using the 'win $100 bonus without deposit' code posted on Casino Guru. I fulfilled the bonus rollover and requested to withdraw the $100 on the 5th of December. The deadline has now passed, and they have yet to pay me. They keep stalling during chat discussions. I have proof and will attach messages that will reveal they have not paid me. I need to receive my payment as I have spent my time on this. I need your help. Thank you.

olá eu joguei nesse cassino com o código ganhe 100 dólares de bônus sem deposito postado no cassino guru então eu cumprir o rollover do bônus e pedi para sacar os 100 dia 5 de dezembro e o hoje o prazo findou e eles não me pagaram ficam só enrolando no chat tenho provas e mensagens que irei anexar aqui eles não pagam eu quero receber pois gastei o meu tempo nisso então preciso receber preciso que me ajudem obrigado

Dear gabrieldavi,

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 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 checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since 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,

Tomas

hello my account was verified successfully then asked to verify again with passport today so I contacted chat to say that I don't have a passport so they told me to send the requested document so I asked if someone else would accept it they said they have no control over this which is a service provider that works for them so I put my national identity document as there was an option for Brazil in their service provider now I'm waiting for the result any update I'll come back here to say if I received it or not thank you

olá minha conta foi verificada com sucesso depois pediu pra verificar novamente com passaporte hoje então entrei em contato com o chat para dizer que não tenho passaporte então eles disseram pra mim enviar o documento solicitado então perguntei se outro aceitava eles disseram que não tem controle sobre isso que é um prestador de serviço que trabalha para eles então coloquei meu documento nacional de identidade pois tinha opção para brasil no prestador de serviço deles agora estou esperando o resultado qualquer atualização voltarei aqui para dizer se recebi ou não obrigado

I cannot be discriminated against because I do not have a passport and because I am a foreigner I also have rights, this is prejudice and xenophobia

não posso ser discriminado para receber por não ter passaporte e porque sou estrangeiro tenho direitos também isso é preconceito e xenofobia

As another player said, they hide from the website that they need a passport to pass the foreign check, the website itself accepted my national ID Card so I would like to say that I don't have a passport because I don't travel outside of Brazil and because it is an expensive document to request and complex to issue, which can take weeks to months in Brazil, so I would like to ask for the attention of the casino guru, the same attention given to other players because I understand the terms of the bonus, I am not harmed, I know that the maximum is 100 dollars and I accepted, I am not I don't care about the amount, I just want to receive my winnings as soon as possible, thank you

Como outro jogador disse eles ocultam do site que precisam de passaporte para passar na verificação estrangeiros o proprio site aceitou meu nacional Id Card então gostaria de dizer que eu não tenho passaporte pois eu não viajo para fora do Brasil e por ser um documento caro de solicitar e complexo de emitir podendo levar semanas até meses no Brasil então gostaria de pedir a atenção do casino guru a mesma atenção dada a outros jogadores pois eu entendi o termo do bônus não sou lesado eu sei que o máximo São 100 dólares e eu aceitei não me importo com o valor só quero receber meus ganhos o quanto antes obrigado

Because if you solve it for the player from Portugal, you have to solve it for me too because it is the same problem, rejecting documents without complying with the terms of the casino's usage policy and insistent request for a passport

Porque se vocês resolverem para o jogador de Portugal tem que resolver para mim também pois se trata do mesmo problema rejeição de documentos sem estar nos termos de política de uso do casino e pedido insistente de passaporte

Was there further development in the issue? Has the casino processed your payment yet?

I'll await your reply.

Hi, they haven't paid yet. is: in progress. But it's been 3 weeks now, I logged in 5 times to ask how they could help me and they said they couldn't do anything for me to talk to the compliance department. I sent them 6 emails in 3 days and they never responded.

Oi ainda não pagaram. está:em progresso. Mas já faz 3 semanas, eu entrei 5 vezes no chat, pra perguntar como eles poderiam me ajudar e eles disseram que não poderiam fazer nada pra mim falar com o setor de conformidade eu mandei mandei 6 emails em 3 dias e eles nunca me responderam .

Thank you very much, gabrieldavi, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear gabrieldavi,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Slots & Luck Casino representative to join this conversation.

Dear Slots & Luck Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

They disabled the chat so it didn't work for me but they didn't respond to me and they took away any way for me to contact them which was very difficult.

Eles desabilitaram o chat para mim não funcionar mais não me respondem e tiraram toda forma de eu contacta-los muito difícil.

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.

Dear gabrieldavi,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka