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After several withdrawal attempts with the money always returning, on the 24th, I retried withdrawing 1000 via Visa (which usually takes about 3 days to reach my account). The withdrawal was processed, yet it hasn't arrived in my account. After numerous attempts to contact support, they keep saying they are checking the situation. The truth is, I've been dealing with this since the 22nd.

depois de várias tentativas de saque e o dinheiro sempre a voltar para trás, no dia 24 refiz novamente o saque de 1000 por visa( o que demora mais ou menos 3 dias a chegar a conta), o saque foi processado e no entanto não chegou a conta. Após várias tentativas a contactar o suporte dizem que estão a verificar a situação. A verdade é que já ando nisto desde o dia 22

Dear Simba1990,

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

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.

You can close the complaint. The casino has already made the payment

Podem encerrar a reclamação. O casino já procedeu ao pagamento

Dear Simba1990,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru