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I'm trying to make a withdrawal of 800 reais for more than 20 days, horrible customer support, they just say that the bank is refusing the payment, I called my bank and they told me that the account is able to receive normally and that there was no attempt deposit, bunch of thieves, they stole my money, I made the deposit, I won and now they don't want to pay, scoundrels.

Estou tentando fazer uma retirada de 800 reais a mais de 20 dias, suporte horrível ao cliente, só dizem que o banco está recusando o pagamento, liguei no meu banco e me disseram que a conta está apta a receber normalmente e que não teve nenhuma tentativa de depósito, bando de ladrões, roubaram meu dinheiro, fiz o depósito ganhei e agora não querem pagar, pilantras.

Dear felipeabrilio15,

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. 

Could you please advise if your account has been fully verified?

Did the casino offer any alternative ways for you to withdraw your winnings?

Looking forward to hearing from you.

Best regards,

Tomas

Hello, the account was correctly verified, the casino did not offer any alternatives, only via pix and they keep saying that the bank refused the payment.

Ola, a conta foi corretamente verificada, o cassino não ofereceu nenhuma alternativa, somente via pix e ficam dizendo que o banco recusou o pagamento.

Dear felipeabrilio15,

Before we confront the casino, could you please send me the communication you received from the casino about the issue? Please send emails, and chat transcripts to my email at tomas@casino.guru

Dear felipeabrilio15,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.