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I've had a withdrawal pending at this casino since March 4th. The casino says it will pay in 5 days, but it's almost a month later and nothing. The casino doesn't care and always gives the same automatic answers in the chat...

I play slots and some sports betting at this casino. I haven't played any bonus money and the account is all verified. I've made other withdrawals at this casino and although they take a while, it's never taken a month.

Tenho um levantamento pendente neste casino desde dia 4 de março. Casino diz que paga em 5 dias mas já está quase a fazer um mês e nada. O casino não quer saber e dá sempre as mesmas respostas automáticas no chat..

Jogo slots e algumas apostas desportivas neste casino. Não joguei nenhum valor de bônus e a conta está toda verificada. Já fiz outros levantamentos neste casino que apesar de demorarem nunca demorou 1 mês.

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Dear guizinho8,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Which payment method have you opted for to withdraw your winnings? Was it the same one you used in the past?
• What is the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I withdrew it about a month ago and at the time it took more than 15 days, but never as long as now because it's been more than 30 days. The withdrawal is always by the same method, by crypto. The withdrawal is always pending and the chat always tells me I have to wait

Levantei ha cerca de 1 mês e na altura demorou mais de 15 dias mas nunca tanto tempo como agora porque já passou mais de 30 dias. O levantamento é sempre pelo mesmo método, por cripto. O levantamento está sempre como pendente e o chat diz me sempre que tenho de aguardar

Thank you very much for your reply, guizinho8. When was the last time you contacted the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear guizinho8,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina