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I've been trying to withdraw for 3 days now and they canceled my withdrawal twice. When asked why they canceled it, they say they sent my request to specialists and will get back to me but they never return. My account is verified.

Estou tentando sacar já fazem 3 dias e eles cancelaram o meu saque 2 vezes. Quando perguntou porque cancelaram, falam que mandaram minha solicitação para especialistas e vao me retornar mas nunca retornam. Minha conta está verificada.

Dear evaristomat,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Have you made any withdrawals from the casino in the past? Were your winnings achieved with the help of a casino bonus? Which payment method have you opted for in order to withdraw your winnings?

Is your withdrawal currently pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Answering your questions:

It's the first serve I'm doing.

I used esports bonus, I only bet on sports, I did the whole rollover.

I used the same method I did for the deposit.

Withdrawal is currently pending.

Respondendo as suas perguntas:

É o primeiro saque que estou fazendo.

Utilizei bonus de esports, só aposto em esportes, fiz o rollover todo.

Utilizei o mesmo metodo que fiz para deposito.

O saque esta pendente no momento.

Thanks for the clarification. Please keep me informed about any further developments with your withdrawal and let us know if you need any further assistance.

They canceled my withdrawal request 4x and now they asked me to send documents for security verification, my account was already verified and I had already sent my passport and proof of address.

They asked again for a passport, proof of deposit in the house and a photo holding my document with the chat appearing in the background (even though a photo like that doesn't make sense), I sent everything they asked for yesterday and asked for 5 working days to verify.

Cancelaram 4x minha solitação de saque e agora pediram pra eu enviar documentos para verificação de segurança, minha conta já era verificada e já tinha enviado meu passaporte e comprovante de endereço.

Pediram novamento passaporte, comprovante de deposito na casa e uma foto segurando meu documento com o chat aparecendo no fundo (mesmo não fazendo sentido uma foto assim), enviei tudo que pediram ontem e pediram 5 dias uteis para verificar.

Thanks for the update.

Casinos might request additional documents for verification including a selfie and documents in better quality. Could you please advise if your documents were accepted and if you were able to withdraw your winnings?

I'll await news from you patiently.

Hello,

They haven't checked yet, they're stringing me along.

Last response from support was:

"We don't have an exact timeframe, but we will notify you as soon as possible. Thanks for understanding."

Olá,

Ainda não verificaram, estão me enrolando.

Ultima resposta do suporte foi:

"Não temos um prazo exato, mas iremos notificá-lo o mais rápido possível. Obrigado pela compreensão."

Hello,

We were notified that the KYC verification was successfully completed.

Could you please confirm this, so we could resolve the complaint in question?

Thank you.

After a few days after the stipulated deadline, I was able to withdraw my funds.

Depois de alguns dias após o prazo estipulado, consegui sacar meus fundos.

Dear evaristomat,

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 and Betmaster Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru