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I have been trying to withdraw my money for several days but the platform is not making the payment, I was informed that in 3 days the amount would be processed, but this was not fulfilled. I'm checking every day with customer service about the withdrawal process and I was being informed that the amount was already being processed with the financial sector, but today that their deadline expired they came with the excuse that I have to verify the document

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however, as we can see in the image, no document is being requested, then they said that the document is requested in the system, but I'm calling them every day via chat to find out the progress and I hadn't been informed of anything and today that won the deadline to release my loot they came with this bullshit. It's a bad platform, hurting users, several complaints for the same factors. I myself do not deposit another penny on this platform because they are doing this for the user to lose patience and play the entire account balance and lose, this is the attitude of a fraudulent company that does not accept that its users have earnings, they only want users to lose. Platform should not be on the market.

Estou a vários dias tentando fazer a retirada do meu dinheiro porém a plataforma não está fazendo o pagamento , fui informada de que em 3 dias o valor seria processado porem isso não foi cumprido. Estou todos os dias verificando com atendimento sobre o processo do saque e estava sendo informado de que o valor já estava em processamento com setor financeiro , porém hoje que o prazo deles venceu eles vieram com a desculpa de que eu tenho que fazer a verificação do documento

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porém como podemos ver na imagem nenhum documento está sendo solicitado , aí eles falaram que no sistema consta a solicitação do documento , mais eu estou todos os dias chamando eles via chat para saber o andamento e não tinha sido informado de nada e hoje que venceu o prazo para liberar o meu saque eles vieram com esse papo furado. É uma péssima plataforma , lesando os usuários , diversas reclamações pelos mesmos fatores. Eu mesmo não depósito mais nenhum centavo nessa plataforma pois eles fazendo isso para o usuário perder a paciência e jogar todo o saldo da conta e perder , isso é atitude de empresa fraudulenta que não aceita que seus usuários tenham ganhos, eles só querem que os usuários percam. Plataforma não deveria está no mercado.

Dear eduardastefany979,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The platform is acting maliciously! They are doing this so that punters don't have the nerve to wait and bet all of their bankroll and lose! This is not correct in this way no one withdraws earnings from the platform that is here or you lose and you lose! They are scammers! Before carrying out the registration, I cleared all doubts with the very poor category attendants where they informed me that the withdrawal was immediate! And I am still unable to withdraw my money! After I won, they already informed me that the withdrawal was 3 days, after 5 days they asked me for documents and said that I accepted the terms and policy, I sent the 2 documents that were requested, the documents were accepted 2 days later and ANALYZED 3 days later , after the Analysis the account has not yet been verified and they are asking for BANK STATEMENT of the last 3 months ?? How can they demand a statement from my account and this and BANK SECRECY are forcing me to provide this information to verify my account! I've been calling them for more than 2 weeks every day and trying to solve it and finally today they said that if I keep calling all the time I'll be banned from the chat! They are SCAMMERS platform!

A plataforma esta agindo mal intencionada ! Eles estao fazendo isso para que os apostadores nao tenham psciencia de aguardar e aposte todos seu saldo e perca ! Isso nao e correto desta forma ninguem retira ganhos da plataforma ou seja aqui ou voce perde e voce perde ! Sao golpistas ! Antes de realizar o cadastro tirei todas as duvidas com os atendentes de pessima categoria onde me informaram que o saque era imediato ! E estou ate hoje sem conseguir retirar meu dinheiro ! Apos eu ter ganhando eles ja infomaram que o saque era 3 dias , depois de 5 dias me solicitaram documentos e falaram que aceitei nos termos e politica , enviei os 2 documentos que foram solicitados , os documentos foram aceito 2 dias depois e ANALISADOS 3 dias depois , depois da Analise a conta ainda nao foi verificada e estao pedindo EXTRATO BANCARIOS dos ultimos 3 meses ?? Como eles podem exigir extrato da minha conta isso e SIGILO BANCARIO estao me obrigando a fornecer essas informações para verificar minha conta ! Ja estou a mais de 2 semanas todos os dias chamando eles e tentando resolver e por fim hoje ainda falaram que se eu ficar chamando toda hora vou ser banido do chat ! Sao plataforma de GOLPISTAS !

Thank you very much for your reply, eduardastefany979. Please note that casinos can request bank statements and it is not uncommon. Have you already provided it?

What other documents did you provide? 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 forwarded EVERYTHING!!! AND THEY DON'T RESOLVE ANYTHING!!!! IT WILL BE 1 MONTH ON THIS CRAP PLATFORM!

Encaminhei TUDO !!! E eles nao RESOLVEM NADA !!!! JA VAI FAZER 1 MES NESSA PORCARIA DE PLATAFORMA!

Unfortunately, I have not received any emails from you. Could you please forward me the communication between you and the casino so we can proceed with this complaint?

Dear eduardastefany979,

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.