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Hello Casino Guru, I am having problems withdrawing my money from this site, I have fulfilled all the verification requirements before depositing, I did everything right, I deposited 50 dollars, and now when I try to withdraw only 92 dollars, they are stalling me to pay me, and Every time I go to support they tell me the same thing. I can't believe they don't want to pay me only 92 dollars, I wonder if it was a bigger amount, I'm leaving screenshots below. I ask for your help to solve my case.

Olá Casino Guru, estou com problemas para retirar meu dinheiro deste site, eu cumpri todos os requisitos de verificação antes de depositar, fiz tudo certo, depositei 50 dolares, e agora ao tentar sacar apenas 92 dolares, estão me enrolando para me pagar, e cada vez que vou ao suporte me dizem a mesma coisa. não estou acreditando que não querem me pagar apenas 92 dolares, fico imaginando se fosse uma quantia maior, estou deixando screenshots abaixo. Peço ajuda de vocês para resolver meu caso.

Dear bvt1998, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I see that your latest withdrawal request is still marked as pending and that the support advised you that there have been some issues on the payment provider's site.

Since it seems your new withdrawal has not been canceled yet, I would recommend that you wait at least 14 days after requesting your last withdrawal. This is our standard procedure when it comes to pending withdrawals. If you don’t receive your winnings by then, or your withdrawal request gets canceled again, please, let us know and we will try to help you.

Thank you for your understanding.

Best regards, 

Kristina

Hello, the withdrawal was canceled again, and they always say the same thing

Olá, o saque foi cancelado novamente, e eles sempre dizem a mesma coisa

Thank you for your reply, bvt1998. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus? Are there any alternative withdrawal methods and have you tried them?

Hello, I haven't made any withdrawals yet, I'm trying to do the first one, and as you can see, all are being refused, and I haven't accrued through the bonus

Olá, não fiz nenhum saque ainda, estou tentando fazer o primeiro, e como pode ver, todos estão sendo recusados, e não acumulei através de bonus

One last thing before we contact the casino - 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.

I sent it to your email

Enviei no seu email

Thank you very much, bvt1998, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Bvt1998!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

Hello, I would like to inform you that I was finally paid after asking you for help, even though it was only 92 dollars I had this headache, imagine if it was a large amount of money.

Olá, gostaria de informar que finalmente me pagaram depois de pedir ajuda a vocês, mesmo sendo apenas 92 dolares tive essa dor de cabeça, imagina se fosse uma quantia grande de dinheiro.

Dear Bvt1998,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, 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,

Pavel K

Casino Guru Team