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They offered me a no-deposit sign-up bonus, as free spins, as suggested by the guru. They only required a 39-times rollover to be able to make the withdrawal. I've complied, but now they're refusing to pay out and are asking for a deposit instead. I've already dealt with close to 5 thousand and I'm left with a balance of 1700.

Eles me deram um bonus de cadastro sem depósito ,em rodadas grátis, indicado pela guru, pediam só rollover de 39 vezes pra poder fazer o saque, cumpri e não querem me pagar estão pedindo um depósito já movimentem quase 5 mil e estou com saldo de 1700.

Dear laianenunesdasilva6,

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. Do I understand correctly that you accumulated your winnings from a free bonus entirely? Have you placed any deposits into this casino in the past? Was your account successfully verified previously?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

Player's additional comments:

I sent my documents on 07/29/2023

They told me it was 488 hours to verify and they haven't verified it yet. I have 12 thousand in the bank

I sent my documents I contact their support and no one answers me. Just answer me in the chat but it doesn't solve it

I did everything right and I still can't make my withdrawal

Could you please specify which exact bonus you activated and played? Please send me a screenshot of it or the exact link when replying.

I made the deposit, requested the withdrawal and so far it has not landed in my account

Fiz o depósito solicitei o saque e até agora não caiu na minha conta

It has more than 24 hours

Tem mais de 24 horas

Screenshot from the player:

Could you please specify which exact bonus you activated and played?

Freespins registration bonus then asked me to deposit before requesting the withdrawal I deposited and requested the withdrawal they sent me an email saying that soon the money would be credited to my account, and today the money returned to my bank and they did not give me any satisfaction

Bonus de cadastro freespins aí pediu pra mim depositar antes de solicitar o saque depositei e solicitei o saque me mandaram um email dizendo que em breve oo dinheiro seria creditado na minha conta, e hj o dinheiro retornou pra minha banca e não me deram satisfação nenhuma

Solve it with them please because they don't answer me and I deposited my money there

Resolvam com eles por favor porque eles não me respondem e depositei meu dinheiro lá

I think they blocked me now because they don't answer me even via chat

Acho que agora me bloquearam por que não me respondem mais nem por chat

Sorted out

Resolvido

Thank you, laianenunesdasilva6, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear laianenunesdasilva6,

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.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, laianenunesdasilva6, for your cooperation, and please don’t 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,

Petronela

Casino.Guru