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Look... I'm an avid player, who's played in more than 10 houses already, and I've never had problems with documentation/withdrawal. I did the step by step and I'm finding it time consuming to approve my withdrawal (08/25) I applied for it, and still nothing, they asked me for a document/ proof of address and they approved it, then a selfie holding the driver's license in the morning, I promptly sent it, today 08/29 they approved it, and asked for a notarized copy of the document, with a stamp and signature, I went to the notary, paid and sent it.

Now in the house chats, they tell me that yes, everything is fine with the documents, but there are delays in payments, to wait .. And that they have nothing to do with who makes the payment and with Kyc .. I don't know They give me some deadline.. I'm already desperate.. Because I even spent the money I had, counting on this to buy my motorcycle to work, this money is very important to me! They no longer respond to email.

Note: I only have one account, on the same cell phone, I never asked for or accepted any bonuses..

I'm totally within the rules, just waiting for the notarized document to be approved and the withdrawal!

User: ******

Olha.. Sou um jogador acíduo, que joguei em mais de 10 casas já, e nunca tive problemas com documentação/saque. Fiz o passo a passo e estou achando demorado pra aprovar meu saque (25/08 ) Solicitei, e nada ainda, me pediram documento/ comprovante de endereço e aprovaram, depois uma selfie segurando a CNH pela manhã, prontamente mandei, hoje 29/08 aprovaram, e pediram cópia autenticada em cartório do documento, com carimbo e assinatura, fui no cartório, paguei e enviei estou no aguarde ainda hj 31 de agosto.. O valor do saque é R$3.510,22

Agora nos chats da casa, me dizem que está sim, tudo certo com os documentos, mas estão com atrasos nos pagamentos, pra aguardar.. E que eles não tem nada a ver com quem faz o pagamento e com o Kyc.. Não me dão prazo algum.. Tô desesperado já.. Pq inclusive gastei a grana que tinha, contando com essa pra comprar minha motinho pra trabalhar, esse dinheiro é muito importante pra mim! No email não me respondem mais.

Obs: Tenho apenas em uma conta, no mesmo celular, nunca pedi e nem aceitei bônus algum..

Estou totalmente dentro das regras, só esperando aprovarem o documento autenticado em cartório e o saque !

Usuário: ******

Dear Brutos,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Good morning, first of all, I would like to thank Casino guru for the space, thank you for the information for now Tomas, I received an approval notification for the document, and for proof of address.. Afterwards, an approval of the photo of the document next to the face.. It's been 3 days since I went to the notary's office and authenticated a photo of the document with signature and stamp, and I haven't received any response from either this document or the withdrawal. (They said they had received my withdrawal request, but which would be simultaneously associated with this notarized photocopy.. After sending it, they didn't respond to anything, they didn't approve anything, and they didn't respond to anything else via email. (Including the approval of this last document, I haven't had that approval yet, who will say about the withdrawal hehe) I'll wait.. I would like the company to give me a response, but it stopped out of nowhere, in the email..

Thanks so far! Good morning 🙂

Bom dia, primeiramente agradecer aqui ao Casino guru pelo espaço, agradecido pela informação por enquanto Tomas, recebi uma notificação de aprovado para o documento, e pro comprovante de endereço.. Após, uma aprovação da foto do documento ao lado do rosto.. O que já fazem 3 dias, é que fui ao cartório e autentiquei uma foto do documento com assinatura e carimbo, e não tive mais nenhum retorno de aprovado nem desse documento, e nem do saque.. (Eles mandaram que receberam minha solicitação de saque, mas que ficaria paralelamente associado a essa fotocópia autenticada em cartório.. Após mandar, não responderam nada , não aprovaram nada, e não responderam mais nada via email. (Inclusive sobre a aprovação desse último documento, não tive essa aprovação ainda, quem dirá do saque hehe) Aguardarei.. Gostaria que a empresa me desse um retorno, mas parou do nada, no email..

Agradecido até aqui! Bom dia 🙂

They haven't paid yet, they don't respond to emails. I would like a position on the house.

If they could speak out here, In-game user: ******

The poor guys in the chat answer me all the time, but they can't solve anything, according to them... They don't go into the issue of payments and KYC, they just told me that everything is ok with the documents based on what they saw up there...

I just want my payment, that's all. I'm already out of money 😢

Ainda não pagaram, não respondem aos emails.. Gostaria de uma posição da casa .

Se eles pudessem se manifestar aqui, Usuário no jogo: ******

Os coitados no chat me respondem toda hora, mas não podem resolver nada, segundo eles.. Não entram nessa questão dos pagamentos e KYC , só me disseram que está tudo ok com os documentos por o que eles viam ali por cima..

Só quero meu pagamento, só isso . Já estou sem dinheiro 😢

I fully understand your frustration, Brutos. I will set the timer for an additional 2 days to allow the casino two full weeks to process the payment. If there’s no development by Friday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.

Thanks again Tomas, they still haven't paid... The situation remains the same unfortunately, the chat saying to wait... And that everything is ok with the documents, it's just a matter of waiting... And nothing! I'm feeling really screwed...

They also said to be calm during this difficult time for them too... Anyway, they can't give me any deadline, that this is all up to another KYC/payments team...

Let's remain positive, yes, anxiously awaiting how this situation unfolds.

Novamente obrigado Tomas, eles ainda não pagaram.. A situação se mantém no mesmo jeito infelizmente, o chat dizendo pra aguardar.. E que está tudo certo com os documentos, que é questão de aguardar só.. E nada! Tô me sentindo enrolado mesmo..

Ainda disseram pra ter calma nesse momento difícil pra eles também.. Enfim e que não podem me dar prazo algum, que isso tudo é com outra equipe KYC/pagamentos..

Vamos permanecer positivos sim, aguardando aqui ansioso o desenrolar dessa situação..

The amount was paid, today 09/08/2023

I would like to thank you in advance here for your attention from the casino guru.. And Tomas, you are top notch.. By helping people like this, I hope that you will also ALWAYS be helped with something when/if you need it, God bless 🤝🏼👏🏼😉

Foi pago o valor, hoje 08/09/2023

Agradeço de antemão aqui, a atenção de vocês do casino guru.. E Tomas, tu é nota dez.. Ajudando assim as pessoas, espero que sejas também SEMPRE ajudado em algo quando/se precisar, Deus abençoe 🤝🏼👏🏼😉

Dear Brutos,

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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru