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Good morning. I requested a withdrawal from this casino on 17.08.2024 for the amount of €200 and it still hasn't been paid out. Every time I go to the chat, they apologize and do nothing more than that. I have made withdrawals before without any issues, but this time, more than 5 business days have passed. Relevant information - every time I go to the chat, they say the same thing. Everything is fine with your account, and you will receive the amount. I know I will receive the amount, I just don't know how long it will take. Can you help? Thank you.

Bom dia. Efetuei levantamento deste casino no dia 17.08.2024 no valor de 200€ e ainda não me foi pago. Sempre que vou ao chat pedem desculpas desculpas e não fazem mais nada que não seja isso. Já efetuei levantamentos anteriormente sem problemas nenhuns mas desta vez já passaram mais de 5 dias úteis. Informação relevante- sempre que vou ao chat dizem a mesma coisa. Está tudo bem com a sua conta e irá receber o valor. Eu sei que vou receber o valor, só não sei em quanto tempo. Podem ajudar? Obrigada

Dear vandapedro2805,

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 a 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,

Dominika

Good evening.

Today is 28.08.2024 and they still haven't paid. They still give the same copy-paste answers in the chat. This is getting to be too much. I have my account verified and have even made several withdrawals on the site without any hassle. This withdrawal is taking too long or they don't have the profit to pay and are delaying on purpose.

Thank you

Boa noite.

Hoje são já 28.08.2024 e ainda não pagaram. Continuam com as mesmas respostas copy paste no chat. Isto já começa a ser demais. Tenho a conte verificada e inclusivamente já efetuei vários levantamentos no site sem qualquer incómodo. Este levantamento é que está a ser muito demorado ou então não têm lucro para pagar e estão a atrasar de proposito.

Obrigada

Último update do chat que tive com o casino em questão:

Chat Transcript with Vanda K Chat started on 29 Aug 2024, 02:16 AM (GMT+0)

(02:16:35)*** Vanda K joined the chat ***(02:16:36)Vanda K

12 dias para pagarem 200€?????? Estão a brincar com o dinheiro dos vossos clientes? Quando deposito entra logo o dinheiro agora quando ganhamos demoram este tempo todo?

(02:16:43)*** Julian joined the chat ***(02:16:44)Julian

Hello! Welcome to Customer Support Service!

My name is Julian and I will be assisting you today.

(02:17:35)Julian

Kindly note, that at the moment you are connected to our English customer support, however, our chat uses auto-translate mode, therefore, please feel free to keep using your language!

Please keep in mind that some errors in translation may occur, but we hope this function will allow us to help you to the best of our ability.

(02:17:39)Julian

Would you mind holding on for a few minutes while I am checking this?

(02:17:51)Vanda K

Ok obrigada

(02:21:59)Julian

Thank you for your patience - I have checked your account and I can see that currently, your withdrawal is still being processed, as there is currently a delay on it. 

This is occurring because we are currently having some issues with processing withdrawals, they are being processed slower than they should be. We are aware of the issue, and we have a priority team on it that is working to have the issue fixed as soon as possible. 

Please accept my deepest apologies for that, we are currently working to complete it as fast as possible for you, so we can push on with all requests that are late with priority. We will have it done for you as soon as we possibly can. 

I also just emailed the financial department in order to speed up your request and have marked with high priority so it can be processed as soon as possible, as it is late.  

Once again, I apologize for the inconvenience caused, we'll be sure to have it done as fast as we can for you. Thank you for your patience with this matter, it is greatly appreciated. 

If there is anything else I can do for you - let me know. I'm here to help out.

(02:22:48)Vanda K

Ok obrigada mais uma vez

(02:23:25)Vanda K

Eu quero continuar a jogar com o vosso casino mas quero ser bem tratada.

(02:23:45)Vanda K

Deposito perco deposito ganho levanto

(02:23:50)Vanda K

So isso

(02:24:21)Julian

I can assure you it will be paid as soon as possible. 

Can I help you with anything else?

(02:24:30)Vanda K

Nada obrigada

(02:25:00)*** Vanda K has rated the chat Bad ***(02:25:00)*** Vanda K left the chat

Good evening.

We're 14 days in and I still haven't received the amount of the withdrawal I requested on 17.08.2024. The amount is 200€. Can you please try to help?

Thank you

Boa noite.

Entramos hoje nos 14 dias e ainda continuo sem receber o valor do levantamento que pedi no dia 17.08.2024. Valor são 200€. Podem por favor tentar ajudar?

Obrigada

Dear vandapedro2805,

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Boa tarde.

Em resposta à sua pergunta:

● o valor ganho foi através de um depósito normal sem acesso a bónus ou a rodadas grátis.

● em anexo poderá encontrar o último chat que tive com eles ontem dia 30.08.2024 e que aqui também posso colar:

Chat Transcript with Vanda KChat started on 30 Aug 2024, 01:09 PM (GMT+0)

(01:09:46)*** Vanda K joined the chat ***(01:09:46)Vanda K

13 dias para um levantamento de 200€? Quando vão pagar o dinheiro que ganhei e que preciso?

(01:12:01)*** Leo joined the chat ***(01:12:04)Leo

Hello! Good day to you. Thank you for contacting Customer Support.

My name is Leo and I will be assisting you today.

(01:13:18)Leo

Hello! Welcome to our live Customer Support!

Kindly note, that at the moment you are connected to our English customer support, however, our chat uses auto-translate mode, therefore, please feel free to keep using your language!

Please keep in mind that some errors in translation may occur, but we hope this function will allow us to help you to the best of our ability.

(01:15:06)Vanda K

Tenho um levantamento de 200 pendente desde 17.08.2024. 13 dias para pagarem? O que se passa?

(01:15:38)Leo

Thank you. Please give me a moment while I check this withdrawal amount. I'll be right back.

(01:15:45)Leo

I am so sorry to hear that your delayed withdrawal. But don't worry, I will try my best to help. Do you mind holding while I check this for you? I'll be right back.

(01:16:10)Vanda K

Ok obrigada

(01:17:57)Leo

Thank you for waiting. I can confirm that your withdrawal of 200 EUR is in queue for processing by our Finance Department.

We sincerely apologize for the delay and we understand how you feel about the situation.

Due to the high volume of requests, delays like this may happen. Rest assured that our Finance Department is doing their best to process your withdrawal as soon as possible.

(01:18:03)Leo

We sincerely apologize for the delay. We are doing our best to resolve this.

(01:19:01)Vanda K

Acha qur ainda vai demorar muito mais?

(01:19:14)Leo

Unfortunately, only our finance department has the information about the payout schedule. But don't worry, we will send them an email to prioritize your request.

(01:19:18)Leo

But don't worry. I will constantly follow up to make sure you receive the amount as soon as possible. I will advise them to prioritize your request.

Again, sorry for the inconvenience and we appreciate your kind understanding.

I will keep you updated.

(01:19:23)Leo

We will make sure that your withdrawal gets processed as soon as possible. Hoping for your kind understanding on this matter. Thank you.

(01:19:48)Vanda K

Obrigada

(01:20:13)Leo

You're welcome. Is there anything else I can help you with?

(01:20:23)Vanda K

Nao obrigada

(01:23:07)*** Vanda K left the chat

São sempre as mesmas respostas sem pagarem o que é meu por direito.

Ajudem-me por favor.

Obrigada

Good morning,

Thank you for your help. I have already received the amount in my account. Thank you

Bom dia,

Obrigado pela vossa ajuda. Já recebi o valor na conta. Obrigada

Dear vandapedro2805,

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,

Dominika

Casino.Guru