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Withdrawal processing for more than 24 hours (limit was 24 hours)

Saque em processamento a mais de 24horas (limite era 24horas)

Dear gandolfii1,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

I don't believe it's just due to the high demand for withdrawals, I've already made withdrawals after that and it dropped, or did they not follow the order of the request?

The time for the transfer to occur in my case, which was pix, is immediate! But the website hasn't released it yet! It's been in processing for days! And it doesn't come out of it. Each day they say a new deadline "a maximum of 24 hours, 1 business day, 72 hours, from 1 to 6 business days" and now you have given me 14 days! How long exactly is the limit for me to receive my money?

Não acredito que seja apenas pela alta demanda de saque, já fiz saques depois disso e caiu, ou não seguem a ordem do pedido?

O tempo para que ocorra a transferência no meu caso que foi pix, é imediato! Porém o site ainda não liberou! Está em processamento a dias! E não sai disso. Cada dia falam um prazo novo "no máximo 24horas, 1 dia útil, 72horas, de 1 a 6dias úteis" e agora você me passou 14 dias! Quanto tempo exato é o limite pra eu receber o meu dinheiro?

From your initial screenshot, it seemed the withdrawal was requested on the 16th of May.

• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I have already sent an email since Saturday and have not received a response!

Eu já enviei no e-mail desde sábado e não tive resposta!

Can you answer my question? What is the maximum period for my withdrawal request to be completed? Request that the deadline was initially 24 hours, according to the website itself! I haven't been using the site for 20 days and I'm already encountering this type of problem.

Pode responder minha pergunta? Qual o prazo máximo pro meu pedido de retirada ser concluído? Pedido que de início o prazo era 24horas, segundo o próprio site! Não tem 20 dias que estou usando o site e já me deparo com esse tipo de problema.

Dear gandolfii1,

on Casino.Guru we intervene if the withdrawal takes more than 14 to reach you.

• Have you previously withdrawn funds from this online casino?
• Is your casino account verified?
• Due to inconsistencies in the screenshots you provided, could you please specify when you requested a withdrawal from the casino and what response have you received from casino support?

Dear gandolfii1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.