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I've been waiting for a €500 withdrawal since last week. This withdrawal, I don't know why, doesn't appear in the site's transaction history. I've been talking to lots of people on the chat and all they tell me is that the withdrawal has already been processed, but the money hasn't arrived in my account yet

I'm starting to get a bit annoyed. Firstly because I can't even see the withdrawal to confirm its status, and secondly because I've been told that the withdrawal has already been processed for a few days and still no money has arrived in my bank account.

This casino has never taken so long.

Nobody tells me anything by email, I haven't even received an email to say that the withdrawal has been made. And in the chat they keep saying that they will inform me by email, but I have no reply.

I hope they can help me.

I'm sending you some screenshots of the chat conversations

Thank you

Estou a aguardar um levantamento de 500€ desde a semana passada. Este levantamento, não sei porque, não aparece no histórico de transações do site. Tenho falado com imensa gente no chat e o que me dizem é que o levantamento já foi processado, mas o dinheiro ainda não chegou à minha conta

Começo a ficar um bocadinho chateada. Primeiro porque nem sequer consigo ver o levantamento para confirmar o seu estado, e depois porque já me disseram que o levantamento já foi processado há alguns dias e ainda nada de entrar na minha conta bancária.

Nunca aconteceu neste casino demorarem tanto tempo.

Por email ninguém me diz nada, nem sequer recebi um email a dizer que o levantamento tinha sido efectuado. E no chat estão sempre a dizer que irão me informar por email, mas não tenho qualquer resposta.

Espero que me consigam ajudar.

Envio alguns prints de conversas no chat

Obrigada

Dear arsm26,

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 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,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Good morning. A week later, on the 23rd, my withdrawal was canceled. That same day I tried to withdraw again, I thought I'd do it via Skrill, but for some reason that method is only available for deposits and not withdrawals. So I did it again by bank transfer. The same thing happened, the withdrawal doesn't appear in the history, nor have I received any emails, as is customary on this site. No one knows what's happening with my order, no one is giving me any concrete information, no one is giving me a problem or a solution! Please help me!

Thank you

Bom dia. Passado uma semana no dia 23 o meu levantamento foi cancelado. Nesse mesmo dia tentei fazer novamente o levantamento, pensei em fazer via Skrill, mas por algum motivo esse método só está disponível para fazer depósitos e não levantamentos. Então voltei a fazer por transferência bancária. Aconteceu o mesmo, o levantamento não aparece no histórico, nem recebi nenhum email, como é costume neste site. Ninguém sabe o que está a acontecer com o meu pedido, ninguém me dá informações concretas, ninguém me apresenta um problema ou uma solução! Peço que me ajudem!

Obrigada

Dear arsm26,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning.

I still haven't received the money. And nobody is telling me anything. I'm sending you a screenshot of a conversation yesterday, April 28th, in which there's still no information after 15 days! Nobody is giving me an answer or a solution. It's a very unpleasant situation for me, I don't feel any customer support!!!

Bom dia.

Ainda não recebi o dinheiro. E ninguém me diz nada. Envio um print de uma conversa ontem dia 28/04 em que ainda não há informações nenhumas passados 15 dias! Ninguém me dá uma resposta ou uma solução. Está a ser uma situação muito desagradável para mim, não sinto qualquer apoio ao cliente!!!

Dear arsm26,

Thank you very much for your continued patience and understanding.

We have completed the review of your withdrawal case in cooperation with the provider. As a result, the funds have been successfully returned to your balance and are now available for withdrawal.

Should you have any further questions or require any additional assistance, please do not hesitate to contact us at your convenience. We are always here to help.

Respectfully,

Snatch Casino Representative

But now how do I withdraw money? If I do it by bank transfer, will the same thing happen?

Mas agora faço o saque por que meio? Se fizer por transferência bancária vai acontecer o mesmo?

Good afternoon. The money is now in my account. I'd like to thank the casino guru team, because it wasn't until the casino responded here that the problem was solved. Thank you

Boa tarde. O dinheiro já está na minha conta. Quero agradecer à equipa do casino guru, pois só a partir do momento que o casino respondeu aqui é que o problema foi resolvido. Obrigada

Dear arsm26,

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,

Nick Bacon

Casino.Guru