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I have been requesting withdrawals from this platform since December 20, 2024. I have attempted to withdraw various amounts, the latest being 500.00 reais. This issue has been ongoing for about 20 days. I have requested the withdrawal and contacted support, and all their responses are:

"Currently, we are waiting for a response from our finance team and will provide an update as soon as possible. Thank you for your patience."

Every time I contact them, it's the same excuse with no justification.

I will attach proof and screenshots of the conversation with support, where I receive no response or solution. In the screenshot, I will show proof that my balance is REAL and not BONUS.

When you make a request, after 5 days the withdrawal request is canceled and you have to make the request again. I have done this several times, yet they still haven't completed my payment.

Eu ja venho solicitando os meus saques nessa plataforma desde o dia 20/12/2024. E ja tentei sacar em varios valores o ultimo foi no valor de 500,00 reais. E isso ja vai acontecendo em torno de 20 dias. Ja solicitei o saque e falo com o suporte e todas as respostas deles são:

"Atualmente, estamos aguardando uma resposta da nossa equipe financeira e forneceremos uma atualização assim que possível. Obrigado pela sua paciência."

Toda vez que entro em contato com eles, é a mesma desculpa e não tem nenhuma justificativa.

Vou colocar em anexo as comprovações e print da tela de conversa com o suporte , onde não tenho nenhuma resposta ou solução. Veja que vou mostrar na captura de tela a comprovação que o meu saldo é REAL e não é BONUS.

Quando voce faz uma solicitação após dar 5 dias que foi realizado o pedido de saque, ele é cancelado e liberado novamente para você solicitar o saque. Ja fiz isso algumas vezes e nada deles realizar meu pagamento.

Dear wilson82,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you played with or without a bonus?

Could you kindly state which payment methods you chose for your withdrawals? Did you choose the same payment method you used for depositing?

Have you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, here are the answers:

Could you specify whether you played with or without the bonus?

Yes, I played with the bonus and lost, after which I deposited without the bonus. In other words, there are no rollover rules on the amounts I won. As I showed in the screenshot attached to my message, the amount is available for withdrawal and not as a bonus.

Could you kindly tell me which payment methods you chose for your withdrawals?

All methods were Pix withdrawals.

Did you choose the same payment method as you used to deposit?

Yes, the same method, deposit and withdrawal via Pix.

Did you go through the full KYC check?

I did the full verification, sending documents and proof of residence as requested by the platform.

Have you made any successful withdrawals from this casino before?

Yes, I have, they always take a while to pay, but they were paying.

Thanks for your support, I look forward to hearing from you.

Ola, segue abaixo as respostas:

Você poderia especificar se jogou com ou sem bônus?

Sim joguei com bônus e perdi, após isso depositei sem o bônus. Ou seja, não há regras sobre rollover nos valores que ganhei. Conforme mostrei na imagem de captura anexado na minha mensagem que o valor está disponivel para saque e não em bônus .

Você poderia gentilmente informar quais métodos de pagamento você escolheu para seus saques?

Todos os métodos foram saque via Pix.

 Você escolheu o mesmo método de pagamento que usou para depositar?

Sim o mesmo método, depósito e saque via Pix. 

Você passou pela verificação KYC completa?

Fiz a verificação completo, envio de documentos e comprovante de residência conforme solicitado pela plataforma.

Você já fez algum saque bem-sucedido neste cassino antes?

Já fiz sim , sempre demoram um pouco pra pagar , mas estavam pagando. 

Obrigado pelo suporte fico no aguardo.

Could you please send me a screenshot of your pending withdrawal requests?

Have you received any updates from the casino customer support regarding your withdrawal?

If you have any new communication or other evidence, you could provide us with, kindly send it here, or to my email veronika.f@casino.guru.

Thank you for your patience and cooperation.

Hi Veronica, unfortunately their system doesn't provide withdrawal request histories.

I have a history of conversations about withdrawal requests that I can send you of all my requests.

Unfortunately, support always replies the same way, and lately they haven't been replying to me anymore.

I'll send you some screenshots, where I made a new withdrawal request today. I had previously requested a withdrawal of 500. However, they didn't make the payment and canceled the withdrawal request, so I can request the withdrawal again. But I've been doing this for ages and they still won't pay for the withdrawal.

Olá verônica, o sistema deles não disponibiliza históricos de solicitação de retiradas infelizmente.

Tenho o historico de conversas sobre solictação de retirada que posso enviar de todas minhas solicitações.

Infelizmente o suporte sempre responde a mesma coisa, e ultimamente não vem me respondendo mais.

Vou enviar umas capturas de tela, onde hoje mesmo fiz uma nova solicitação de retirada. Pois anteriormente tinha solicitado a retirada de 500. Porém, não realizaram o pagamento e cancelaram a solicitação de retirada, dessa forma eu consigo novamente solicitar a retirada. Mas ja venho fazendo isso a tempos e mesmo assim não pagam a retirada.

Thank you very much, wilson82, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi wilson82,

I've reviewed your case and I'm sorry to hear about your challenges with the withdrawal process. I will assist you by reaching out to the casino to see how we can resolve this once they respond.

Dear Orozino Casino, I would like to invite you to participate in this discussion concerning the player's complaint. Could you provide additional details regarding the case? Specifically, what is the current status of the player's withdrawal request, and when can they expect processing from your end?

I look forward to your response. If you have any supporting evidence, please feel free to email it to me at natalia.b@casino.guru.

Best regards,

Natalia

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.

Dear wilson82, I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Anjouan Gaming (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia