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I have been trying to withdraw an amount of R$850 since 07/17/2024, and there have been 4 attempts. My account is verified and everything is in order. All withdrawal attempts were canceled by the casino, claiming that the payment provider is having issues and that they can't do anything about it! During these withdrawal attempts, I was instructed to choose another withdrawal method. I followed their instructions, but even so, my withdrawal was canceled again. I've been trying to resolve this with the casino for almost a month, but they always blame the payment provider.

The casino also claims that according to their rules, the withdrawal process can take up to 5 business days, but even with such a long withdrawal period, they are unable to comply with their own rules. This delay and postponement are absurd.

If they are having problems with the payment provider, they should resolve this issue internally and not let the customer be affected by a situation that isn't the customer's responsibility!

My withdrawal request was via Pix, and this payment method was created in Brazil to make financial transactions instantly. The casino offers this withdrawal method but is not complying with the rules. There are payment providers today that offer services to casinos where the withdrawal is credited to the customer's account immediately or within a maximum of 24 hours after the request.

I would like to ask for help to withdraw my funds and ensure that the casino adheres to its own rules! This delay is absurd!

Estou tentando realizar o saque no valor de R$850 desde o dia 17/07/2024 e já foram 4 tentativas, minha conta está verificada e esta tudo ok. Todas as tentativas de saque foram cancelada pelo cassino, alegando que o provedor de pagamento está com problemas e que não podem fazer nada! Nessas tentativas de saque em algumas dela fui instruído a escolher outro meio de saque. Fiz o que eles instruíram mais mesmo assim novamente meu saque foi cancelado. Estou quase um mês tentando resolver com o cassino mais sempre colocam a culpa no provedor de pagamentos.

O cassino alega também que segundo as regras deles o processo de saque pode demorar até 5 dias uteis mais mesmo com o prazo tão longo de saque eles não conseguem cumprir com as próprias regras estabelecida por eles mesmo, esta demora e este atraso é um absurdo.

Se estão com problemas com provedor de pagamentos se virem para resolver este problema entre vocês internamente e não deixar chegar ao cliente esta situação que não cabe ao cliente!

Meu pedido de saque foi por meio do Pix e este método de pagamento foi inventado no Brasil para realizar transações financeiras imediatamente e o cassino oferece este método de saque mais também não estão cumprindo com as regras. Existe provedores de pagamentos hoje que prestam serviços para cassino que o saque entra imediatamente na conta do cliente ou no máximo 24hs, após o pedido.

Gostaria de pedir ajuda para poder sacar meus fundos e fazer com que o cassino cumpram com suas próprias regras!!! Atraso absurdo!

Dear jjotapp,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Can you please confirm if you tried withdrawing your winnings through Pix and Binance? Have you tried any other payment methods?

Have you made any deposits with the payment methods you have selected for withdrawal?

Have you accumulated your winnings with or without an active bonus? If you played with a bonus, did you make sure to fulfill the wagering requirements before attempting to withdraw?

Have you made any successful withdrawals before?

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

Best regards

Veronika

Thank you very much for your feedback.

I tried to withdraw my funds by pix yes 3 attempts and 1 attempt by binance because I was instructed by the casino to choose another alternative!

Yes I did deposit via pix! It went into the casino account immediately.

I complied with all the requirements and rules of the casino! So much so that if I had any problems withdrawing my funds, the casino would not release the withdrawal process. I have several chat conversations saying that my withdrawal complied with the casino's rules!

I didn't make any withdrawal attempts before because I hadn't won enough to be able to withdraw! But I've had an account with this casino for a while now! And a verified account!

Thanks again.

Olá muito obrigado pelo retorno.

Tentei sacar meus fundos por pix sim 3 tentativas e 1 tentativa pela binance pois fui instruído pelo cassino a escolher outra alternativa!

Sim fiz depósito por meio de pix! Caiu na conta do cassino imediatamente.

Todos os requesitos e regras do cassino foi cumprida da minha parte! Tanto que caso tivesse algum empecilho para sacar meus fundos o cassino não iria liberar o processo para saque. Tenho diversas conversas do chat dizendo que meu saque cumpriu com as regras que o cassino estabelece!

Anteriormente não fiz nenhuma tentativa de saque,pois não havia ganhando ainda para poder sacar! Mais tenho conta neste cassino já faz há um tempo! E conta verificada!

Mais uma vez obrigado.

Hello, today again my withdrawal was canceled and they claimed the same thing that the payment provider had a technical problem

Olá, hoje mais uma vez meu saque foi cancelado e eles alegaram a mesma coisa que o provedor de pagamento teve problema técnico

Hi Gistaria, I would like to thank you for your attention!

After 35 days of waiting for my winnings, the casino has just paid me the R$850.

I don't know if it is possible but this delay could not go unpunished they do not follow the rules of deadline.

In addition, the pix transfer here in Brazil was invented to make immediate transactions in the account. So they are no longer following the country's rules correctly. If you can complain about the delay, great.

But if not, thank you again for your attention.

Thank you!

Olá Gistaria de agradecer a atenção que vocês me deram!

Mais após 35 dias de espera dos meus ganhos o cassino acabou de me pagar os R$850.

Não sei se é possível mais esta demora não poderia ficar impune eles não seguem as regras de prazo.

Além do que o pix transferência aqui no Brasil foi inventado para fazer transações imediata na conta. Logo já não estão seguindo corretamente as regras do país. Caso der para abrir reclamação da demora ótimo.

Mas se não der eu agradeço novamente a atenção de vocês.

Obrigado!

Dear jjotapp, 

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, 

Veronika

Casino.Guru