Casino Sinners - El jugador no puede solicitar un retiro.

Thank you for the space and I hope you help me.

I made a deposit on 01/19/2021 in the amount of 259.95 as shown in the attached image. I canceled the first deposit bonus amount and continued playing with the balance, made a balance of 1200.00 NOK and tried to withdraw. When I clicked the withdrawal button, it was described that I would need to send all my documents. I did everything they asked for, I sent everything, but then they asked me to print the documents and take a photo, again I did what they asked me to do, so my account was verified. They sent e-mail congratulating and saying that my account was verified, I will even attach here the proof of this verification. The problem is that since the 20th I have been trying to withdraw and simply the message that my request was accepted, but it does not appear in the casino history, and when I sent an email, they said that I had not made any request, that I had to request it again. It turns out that I tried both ways. I did it by bank transfer and the ecopayz method. The interesting thing is that when I tried to make this withdrawal by bank transfer the message appears as in the attached image that are working to correct the problem, but in the various emails I sent to support, at no time did they talk about it and the most interesting thing is that at ecopayz appears that I was able to carry out the survey successfully, and the survey does not even appear in the history, much less the request reached them.

In short: I sent several messages to the support, including the image to show that I tried to do it, but the request is not sent to them. They answered me in both messages so that I could try again because I had not made the request. Every day since the beginning I am trying, it appears that I got it, but it is not sent to the responsible sector. If you want I can send all the emails explaining what happened and their response. I don't want to rush, but it seems to me that the casino is not acting in good faith.

I ask you to help me, if you want I can pass my login and password for you to test yourself.

Thank you very much in advance. We are a family owned and operated business. We are a family owned and operated business.

Obrigada pelo espaço e espero que vocês me ajudem.

Fiz um depósito dia 19/01/2021 no valor de 259,95 como consta na imagem anexada. Cancelei o valor do bônus de primeiro depósito e continuei jogando com o saldo, fiz um saldo de 1200,00 NOK e tentei realizar o saque. No momento de clicar no botão de levantamento, estava descrito que precisaria enviar todos os meus documentos. Fiz tudo que pediram, enviei tudo, mas aí pediram que eu imprimisse os documentos e tirasse foto, novamente fiz o que me pediram, então minha conta foi verificada. Enviaram e mail parabenizando e dizendo que minha conta estava verificada, inclusive vou anexar aqui a prova dessa verificação. O problema é que desde o dia 20 estou tentando realizar saque e simplesmente aparece a mensagem de que minha solicitação foi aceita, porém não aparece no histórico do cassino e quando enviei e mail disseram que eu não tinha realizado nenhuma solicitação, que eu tinha que solicitar novamente. Acontece que tentei das duas formas. Fiz por transferência bancária e pelo método ecopayz. O interessante é que quando tentei realizar esse saque por transferência bancária aparece a mensagem como na imagem anexada que estão trabalhando para corrigir o problema, mas nos diversos emails que encaminhei ao suporte, em momento nenhum falaram sobre isso e o mais interessante ainda é que pelo ecopayz aparece que consegui realizar o levantamento com sucesso, sendo que o levantamento sequer aparece no histórico e muito menos a solicitação chegou até eles.

Resumindo: enviei várias mensagens ao su´porte, inclusive com a imagem pra mostrar que tentei realizar, mas o pedido não é enviado para eles. Eles me responderam nas duas mensagens para eu tentar novamente porque não tinha realizado a solicitação. Todos os dias desde o início estou tentando, aparece que consegui, mas não é enviado ao setor responsável. Se quiser posso enviar todos os emails explicando o que aconteceu e a resposta deles. Eu não quero me precipitar, mas me parece que o cassino não está agindo de boa fé.

Peço que me ajudem, se quiser posso passar meu login e senha para vocês mesmo testarem.

Desde já agradeço.

Dear Simone,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you ever made a successful withdrawal before, or was this your first attempt?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you Kristina.

I forwarded an email to you today. I used the same email address so I can find it without any problems.

I forwarded all emails exchanged with the respective website, as well as their responses.

In the last message they ask me to clear the cache. I already did that, I even downloaded their app and tried to withdraw there. But it continues to give the same problem. I also tried it on my phone's browser.

Obrigada Kristina.

Encaminhei email para você hoje. Utilizei o mesmo endereço de e mail para que possa encontrar sem problemas.

Encaminhei todos os emails trocados com o respectivo site, bem como suas respostas.

Na última mensagem eles pedem pra eu limpar cache. já fiz isso, inclusive baixei o aplicativo deles e tentei realizar o saque por lá. Mas continua dando o mesmo problema. Também tentei no navegador do meu celular.

Thank you very much Simone for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Simone,

I'm taking over your complaint. Let me ask you some questions. Why did you open your account in Norwegian krone? Do you use any VPN (virtual private network) service?

Hi.

I don't use VPN.

I used the different currency because I didn't have my country's currency.

As I use ecopayz, there I can convert different types of currency, I always did it without problems.

Olá.

Não uso VPN.

Utilizei a moeda diferente porque não tinha a moeda do meu país.

Como utilizo o ecopayz, lá posso fazer a conversão de vários tipos de moeda, sempre fiz isso sem problemas.

I see, OK. I will contact the casino and see if I can help. I would like to invite Casino Sinners to the conversation to participate in the resolution of this complaint.

Thank you Peter.

Today they got in touch by email saying that they are working to solve my problem.

I am still waiting for the solution of this problem.

Obrigada Peter.

Hoje entraram em contato por e mail dizendo que estão trabalhando para resolver meu problema.

Ainda estou no aguardo da solução desse problema.

Hello Simone,

It is a technical fault at our end and we are working to resolve it.

I hope to be able to have some updates for you on Monday 01.02.2021 in the afternoon.

Best regards,

Bryan

Team Sinners

Thanks for returning Bryan.

I will wait for the return.

Obrigada pelo retorno Bryan.

Vou aguardar o retorno.

Hello Simone,

The issue has been fixed.

Please enter your account and request the withdrawal.

Best regards,

Bryan

Team Sinners

Thank you Bryan for the update.

Simone, please let me know if it worked out for you.

Hi Peter,

I logged into my casino account and was able to request a withdrawal. It is already appearing in the casino history as a pending payment. Now just wait for the payment.

As soon as I get paid, I'm back here to tell you.

I want to thank all of you and BRYAN who were helpful and solved the problem.

See you...

Olá Peter,

Entrei em minha conta do cassino e consegui solicitar o saque. Já está aparecendo no histórico do cassino como pendente de pagamento. Agora é só aguardar o pagamento do mesmo.

Assim que for pago, entro novamente aqui para contar.

Quero agradecer á todos vocês e ao BRYAN que foi solícito e resolveu o problema.

Até mais...

Hello Simone,

Thank you for your patience.

Your withdrawal has been approved and processed.

Best regards,

Bryan

Team Sinners

I thank the casino for the speed with the payment. The payment has already entered my ecopayz account.

My sincere thanks to the casino guru and the casino sinners.

Thank you very much for your cooperation and you can close the case.

Eu que agradeço ao cassino pela rapidez com o pagamento. O pagamento já entrou em minha conta ecopayz.

Meus sinceros agradecimento ao cassino guru e ao cassino sinners.

Muito obrigada pela colaboração de todos e podem encerrar o caso.

Dear Simone,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter