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I've been trying to make a withdrawal for about 3 days, but the casino keeps rejecting it. I've already sent all the requested documents and they are not responding. They are making the account verification process very difficult. I need help.

Estou tentando realizar saque a uns 3 dias, a casa sempre rejeitando. Já enviei todos documentos solicitados e a casa não me responde. Estão dificultando a verificação de conta. Preciso de ajuda.

Dear Felipezinho2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Were your winnings accumulated 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 in advance for your reply.

Best regards,

Petronela

1. I sent all requested photos for kyc verification. But they come back saying that the photo is not legitimate or that it is not possible to see the national identification document.
2. MY DEPOSIT WAS WITHOUT ANY BONUS REQUEST. Just pure money.

1. Enviei todas fotos solicitadas para verificação do kyc. Mas eles retornam informando que a foto não está legítima ou que não dá pra ver o documento nacional de identificação.
2. MEU DEPOSITO FOI SEM NENHUMA SOLICITAÇÃO DE BÔNUS. Apenas dinheiro puro.

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Thank you in advance.

Hello, petronela.

I sent the chat messages and email I had with 4rbet casino to you, thank you. I count on your help 🙏

Olá, petronela.

Enviei as mensagens de chat, e e-mail que tive com o cassino 4rbet para você, obrigado. Conto com sua ajuda 🙏

Thank you very much, Felipezinho2, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Felipezinho2,

I am so sorry to hear your withdrawal request was repeatedly rejected. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 4raBet Casino representative to join this conversation and participate in resolving this complaint.

Dear 4raBet Casino,

Could you state why the player's account has not yet been verified? Is there any reason why the player's withdrawal request was rejected?

Thank you in advance for providing the information.

Thank you petronela, and to Stefan for your total support, now I'm waiting for a response from 4rabet casino regarding the resolution of the case, I need to receive my winnings.

Obrigado petronela, e ao stefan por total suporte, agora estou em aguardo da resposta da 4rabet cassino sobre a resolução do caso, preciso receber meus ganhos.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The casino doesn't have the slightest courage to respond, it's been more than 14 days and they still haven't verified the account, a shame!!!

O cassino não tem a mínima coragem de responder, já se passaram mais de 14 dias e ainda não fizeram a verificação da conta, uma vergonha!!!

Hello Casino Guru team and dear Felipezinho2!

We apologize for the delay in response as it took us a while to understand what the problem was.

The player had problems with withdrawal because there were technical problems on the part of the providers and we were waiting for a solution.

We provide for Felipezinho2 a bonus for Aviator game of 500 reals - to mitigate this situation!

At this moment there should be no problems with the withdrawal and we already have information that the withdrawal has been paid!

Thank you!

Dear casino guru, stefan. The casino verified my account, and paid all the requested withdrawal, thus making the complaint resolved. I would like to thank everyone involved.

4rabet, but this 500 bonus on the aviator was not credited to my account.

Prezado cassino guru, stefan. O cassino verificou minha conta, e pagou todo o saque solicitado, fazendo assim a reclamação se tornar resolvida. Gostaria de agradecer a todos os envolvidos.

4rabet, porém esse bônus de 500 no aviador não foi creditado em minha conta.

Dear 4raBet Casino,

Could you state how can the player claim the 500 reels on the Aviator game?

Thank you very much in advance for providing the information.

Hello to everyone!

We received information that the user has already successfully played them!

Hello everyone, yes. I was able to play with the bonus. I thank everyone!

Everything has been resolved.

Olá á todos, sim. Consegui jogar com o bônus. Agradeço a todos!

Tudo foi resolvido.

Hello Felipezinho2,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru