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Good night, I want to withdraw my funds, today I tried to withdraw € 205 in which I was withdrawn from the card plus € 205 in what I have in total € 410 that I want to withdraw and do not want to play because I want to see if the casino is safe or not so far I am not enjoying what I am seeing because it is apologies after apologies for the withdrawal of my €, I immediately contacted the casino to cancel my deposit that was withdrawn from me in which they told me I had to play this balance, I don't want to play I just want to withdraw my funds !!!!!! they removed the € without any verification code, I will have to complain to my bank that this is not normal !! I look forward to a brief credible answer from part of the casino !,

Boa noite,quero levantar os meus fundos,hoje tentei levantar 205€ no qual me foi retirado do cartão mais 205€ no que tenho no total de 410€ que eu quero retirar e não quero jogar pois quero ver se o casino e seguro ou não é ate agora não estou a gostar do que estou a ver pois é desculpas atrás de desculpas para a retirada do meu €, entrei em contacto logo com o cassino para cancelar o meu depósito que me foi retirado no qual eles me disseram que tinha que jogar esse saldo, eu não quero jogar quero simplesmente retirar os meus fundos !!!!!!retiraram o € sem nenhum código de verificação, eu vou ter que fazer queixa ao meu banco que isto não é normal!!Aguardo uma breve resposta credível da parte do casino!,

Dear Pedro,

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 fully understand, what the issue might be. Have you completed KYC verification in the past? Did you play any of your funds before requesting a reimbursement of your deposit? Do I understand it correctly, that your money has been deducted from your bank account without your consent? Additionally, if there is any relevant communication between you and the casino, please forward it to petronela.k@casino.guru. I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Good afternoon, imagine, I now try to raise my funds and in all the cards that I put none of them is accepted, always find an excuse, first I had to run the 410 € now I played more than that is now I can't raise my funds in a way none, they always find any excuse !!

Boa tarde,imagine,eu agora tento levantarmos meus fundos e em todos os cartões que ponho nenhum deles é aceite,arranjam sempre uma desculpa,primeiro tinha que rodar os 410€ agora joguei mais que isso é agora não consigo levantar os meu fundos de maneira nenhuma,eles arranjam sempre qualquer desculpa!!

Please understand if you played the funds you need to complete KYC verification to be able to withdraw your winnings. Have you completed verification successfully? Did you try to withdraw your winnings with the same method that you have deposited? Why it wasn’t accepted? Thank you in advance for your reply.

Good morning, I asked you many times, they tell me to change the card that my bank does not allow me to receive that €, so I changed the card, in which the other card also does not work, now I gave them a platform saite There will be what they are going to do porwue I have been going on this for days, I have everything checked and everything correct except that they do not pay me in any way !!! I think it was one of the worst experiences with a casino !!!

Bom dia isso já lhe perguntei eu muitas vezes,eles me dizem para trocar de cartão que o meu banco nao deixa receber aquele €, então eu mudei de cartão,no qual o outro cartão também não funciona,agora dei uma plataforma que eles tem no saite Haver o que vao fazer porwue já ando nisto a dias,tenho tudo verificado e tudo correcto só que eles não me fazem o pagento de maneira nenhuma!!!Acho que foi das piores experiências com um casino!!!

Thank you very much Pedro for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Pedro,
I’m sorry to hear about your negative experience with the casino. Please, allow me to ask you a few questions, so that I can understand your case fully. Could you confirm that you completed the whole process of identity verification, also known as KYC (Know Your Customer)? Casinos take KYC very seriously as they want to make sure that the money is always sent to the rightful winner/owner of the account.  I would like to know whether the casino gave you some reason for delaying your withdrawal. Could you send me the communication with the casino, please? 
You can forward it here: yuliia.k@guruadmins.com
Thank you very much in advance for your reply.

Good night, was the casino blocked for everyone or is it just blocked for me? I tried to access and it's blocked !!!

Boa noite,o casino foi bloqueado para toda a gente ou só está bloqueado para mim? Tentei aceder e está bloqueado!!!

Dear Pedro,

You wrote me an e-mail and said that you will change payment method. Have you already tried to withdraw with Neteller, or not yet?

Good afternoon, yes everything is already taken care of, they transferred the € and at the same time took the opportunity to block me, but there was no need I would do the same 😂😂😂 thank you very much !!!

Boa tarde,sim já está tudo tratado,transferiram o € e ao mesmo tempo aproveitaram para me bloquear,mas não era preciso eu ia fazer o mesmo 😂😂😂 muito obrigado!!!

That's great news, congratulations! You are very welcome. Thank you for using the Casino Guru complaint resolution center.  We will now close the complaint as 'resolved' in our system. Should you need any further help, feel free to contact us.