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I sent all the necessary documents and they were verified and approved, but when I request the withdrawal of winnings they refuse and ask for proof of the day 07/21/2022 at 20:21 and the deposit was made at 17:11 with a credit card and who elite the voucher is the one who sells and not the one who buys, I have contacted them several times and they do nothing so that I can collect my earnings.

Mandei todos os documentos necessários e foram verificados e aprovados,mas quando Solicito o retiro de ganhos ele recusam e pedem um comprovante do dia 21/07/2022 as h20:21 sendo que o deposito foi as 17:11 com cartão de crédito e quem elite o comprovante é quem vende e não quem compra,ja entrei em contato varias vezes e eles nada fazem para que eu consiga recolher meus ganhos.

Dear alefaguinho,

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 the casino asked you to provide a deposit receipt? What seems to be the problem with providing it? Could you please clarify which payment method you used to make a deposit?

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

This deposit that they ask for the receipt was made with the credit card, there is no receipt because it is credit, but there is the invoice which I am waiting to close to send, in any case the invoice does not show the detailed purchase as they ask, it has the purchase name, date and amount, hope they accept.

Esse deposito que eles pedem o comprovante foi feito com o cartão de credito,não tem comprovante por ser credito,mas tem a fatura a qual estou aguardando fechar para mandar,de toda forma a fatura não mostra a compra detlhada como eles pedem,tem o nome da compra,data e valor,espero que eles aceitem.

Thank you very much for your reply, alefaguinho. 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.

Could you please clarify whether or not you have sent the required document or any alternative?

Dear alefaguinho,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.