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I have been unable to make a withdrawal from my account since 08/28/2024, and my account has been verified for quite some time.

I asked support when I would be able to withdraw the amount from my account, and until now they have never given me a timeframe. They only say that my account is being investigated by the site provider.

não estou conseguindo fazer levantamento na minha conta desde o dia 28/08/2024, minha conta já estava verificada a um bom tempo.

Perguntei ao suporte quando que eu conseguiria sacar o valor da conta e até então nunca me deram um prazo, apenas falam que minha conta está sendo investigada pela provedora do site

Dear yanzinho201,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you played - slots, live casino, sports betting, etc.?
• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

i bet on several slot games.

i had already played on the site at the beginning of the year, i made a few withdrawals and it went down as normal.

i didn't use any deposit bonuses

eu apostei em diversos jogos caça níqueis.

já havia jogado no site no começo do ano, fiz algumas retiradas e caiu normal.

não utilizei nenhum bônus de depósito

Thank you for your reply, yanzinho201. Could you please advise if you currently have access to your casino account?

If you have, what is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

i have access to the account, but i can't withdraw or bet on the slot games

tenho acesso a conta, porém não consigo sacar e nem apostar nos jogos caça-níqueis

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear yanzinho201,

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.