Alfa Casino - Ο παίκτης ισχυρίζεται ότι η πληρωμή καθυστέρησε.

I made a deposit of 100 reais to try to double it, after succeeding I requested the withdrawal that says it will be in minutes via pix, only when I requested it there was no money in the account.

I contacted the chat, and was told that my request had failed, that I could wait 24 hours and make a new request, this is not what they promise before the deposit

Fiz uma depósito de 100 reais par tentar dobrar, após conseguir solicitei o saque que diz ser em minutos via pix, só que ao solicitar nada de dinheiro na conta.

Entrei em contato com o chat, e foi dito que minha solicitação tinha falhado, que eu poderia aguardar 24 horas e fazer uma nova solicitação, não é isso que prometem antes do depósito

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Rodripim,

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,
Complaints Resolution Center

Dear Rodripim,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Rodripim,

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.