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Good morning, on the 19th of this month, I made a withdrawal request for €500 and another on the 20th for the same amount, as I was told my level does not allow me to withdraw the full amount at once. However, it is still under review until now, after 10 days!! I've sent emails, spoken in the chat, and all they tell me is the same thing, that it's in the processing queue or that they have a high volume of requests! Always stalling to avoid paying... It would be simpler to just say they don't want to give me my money, but instead, they keep stalling!! I do not recommend... they only want players to spend money but refuse to give the winnings!!

Bom dia, no dia 19 deste mês fiz um pedido de levantamento no valor de 500€ e outro no dia 20 do mesmo valor pois disseram me que o meu nível não permite levantar todo de uma só vez.No entanto até agora ainda está em análise, há 10 dias!! Já enviei emails ,já falei no chat e o que me dizem é sempre o mesmo, que já está na fila de processamento ou que estão com elevados pedidos!!Sempre a enrolar pra não pagarem..Bastava dizer de uma vez que não me querem dar o meu dinheiro,no entanto enrolam e enrolam!!Não recomendo.. só querem que os jogadores gastem dinheiro mas dar os ganhos não o fazem!!

Dear Carinho1999,

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, 

Veronika

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.

Thank you very much for the clarification, but in this case I really think they don't want to give me my winnings!!! They're waiting for me to cancel the withdrawals, to give up!!! It's been 10 days and so far it's still under review!!! I'm very disappointed. Thank you

Muito obrigado pelo esclarecimento, mas neste caso creio mesmo que não me querem dar os meus ganhos!! Estão á espera que eu cancele os levantamentos, que desista!! Já vai há 10 dias e até agora continua em análise!! Estou muito desiludida. Obrigada

14 days ago today and I'm still waiting! The pickup hasn't left the status!

Faz hoje 14 dias e até agora ainda estou á espera!! Não saiu do status o levantamento!!

Thank you for letting me know.

Have you made any successful withdrawals from this casino before?

Could you please confirm if you passed the full KYC verification?

What types of games did you play? Were they slots, live casino games, or did you bet on sports only?

Good morning, I've never cashed out before!!! I've always played but never cashed out!!! I've never checked either because I was told it wasn't necessary! I always played slots!!! always! Thank you, I hope you can help me!

Bom dia, eu nunca tinha feito um levantamento!! sempre joguei mas nunca levantei!! Também nunca fiz verificação pois disseram me que não era necessário! Jogava sempre em slots!! sempre! Obrigada espero que me ajudem !

Good afternoon, I made my complaint a few days ago and so far I haven't had a concrete answer!!! I've been waiting for my winnings for 15 days!!!

Boa tarde, já fiz a minha reclamação há dias e até agora não obtive uma resposta concreta!! Estou há espera dos meus ganhos há 15 dias!!

Thank you for reaching out and I sincerely apologize for the delay in responding. We are currently managing over 900 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Before we proceed with the investigation, please forward me all the communication between you and customer support that could be relevant to your case at veronika.f@casino.guru.

Dear Carinho1999,

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.