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hello good afternoon, I made the withdrawal request of 86 reais on the 04/01.

today, 06/01 the status of the withdrawal was "successful" but the amount was not credited to my bank account. In the support chat they said that the withdrawal was completed and that they would send the proof via email, but so far nothing. What should I do?

ola boa tarde, fiz o pedido de levantamento de 86 reais no dia 04/01.

hoje, 06/01 o status do saque deu como "sucesso" porém o valor nao foi creditado em minha conta bancaria. No chat do suporte disseram q o saque foi concluido e que iriam enviar o comprovante via email, mas até agora nada. Oque devo fazer?

Dear pedroroberto6716,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Good Morning. thanks.

yes the KYC was verified correctly, what worries me is the status of the withdrawal that is "successful" but I did not receive the amount and it has already been deducted from the balance on the platform. I will wait.

bom dia. obrigado.

sim o KYC foi verificado corretamente, oque me preocupa é o status do levantamento que está como "sucesso" mas nao recebi o valor e o mesmo ja foi abatido do saldo na plataforma. Vou aguardar.

again, on 06/01 I requested another withdrawal in the amount of 400 BRL. On the 08/01th, the status of the withdrawal was successful, but until today I have not received the amount in my bank account and I requested it through the PIX form, which is a very quick transaction. When contacting support they say they will send a proof to my email, and so far nothing. Remembering that my documents have already been verified and approved. Here are the ID's of the transactions and a print:

1st withdrawal 86 BRL: 486d868b-733a-4967-8faa-0254aba54937

2nd withdrawal 400 BRL: b020f2e2-3b6a-4fad-a1b4-450782f64700

I am outraged at how deposits arrive immediately on the platform, but to withdraw there is always a problem or an excuse on their part. Every day I call support and it's always the same excuse.

novamente, no dia 06/01 solicitei outro saque no valor de 400 BRL. No dia 08/01 o status do saque estava como sucesso, mas até hoje nao recebi o valor na minha conta bancaria sendo que solicitei pela forma de PIX que é uma transação muito rapida. Ao contactar o suporte dizem que enviarão um comprovante para meu email, e até agora nada. Lembrando que meus documentos ja foram verificados e aprovados. Segue os ID's das transações e um print:

1º levantamento 86 BRL: 486d868b-733a-4967-8faa-0254aba54937

2° levantamento 400 BRL: b020f2e2-3b6a-4fad-a1b4-450782f64700

Eu fico indignado como os depositos chegam de imediato na plataforma, mas pra sacar sempre tem um problema ou uma desculpa por parte deles. Todos os dias eu aciono o suporte e sempre é a mesma desculpa.

Dear pedroroberto6716,

Have you received your withdrawal from the casino yet?

hello goodnight

I still haven't received it.

and the support only says that they passed the information to the department.

olá boa noite

ainda não recebi.

e o suporte só diz q passaram a informação para o departamento.

HELLO, I received the amounts in another account different from the one I requested. Problem solved, even I had received it exactly on the dates. It was my fault for not checking.

OLA, eu recebi os valores em uma outra conta diferente da que solicitei. Problema resolvido, inclusivo tinha recebi exatamente nas datas. Erro foi meu por nao ter verificado.

Dear pedroroberto6716,

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,

Kristina

Casino.Guru