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Good evening,

I requested a withdrawal on the 3rd of January and up until now, the money has not been deposited into my account. I made two withdrawal requests, one for R$ 1850,00 and another for R$ 92,00. Despite contacting the casino multiple times, I am always given a different reason for this. The last explanation I received was that the process is delayed. They didn't provide a timeline and only asked for my patience.

Boa noite,

solicitei o meu saque no dia 03/01 e ate o momento o dinheiro não caiu na minha conta. Realizei duas solicitações de saque, uma de R$ 1850,00 e outra de R$ 92,00, já entrei em contato com o casino varias vezes, porem toda vez eles tem uma informação diferente, a ultima foi que o processo está em atraso, não me deram um prazo e me pediram somente paciencia.

Dear rscarvalhos,

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

Dear rscarvalhos,

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.

We've reopened this complaint at the request of rscarvalhos. We would like to allow this case one more chance to be resolved.

Message from the player:

"Goodnight,

I still have a pending issue of not receiving my money from the casino. I am in the account verification process, I have already sent all the requested documents, however, the bank statement document is rejected every time I send it, I have sent it more than 10 times and they do not accept it and also do not inform the reason for the rejection. I ask for your support to resolve this issue, I don't know what else to do!"

We’ve reopened this complaint at the request of rscarvalhos. We would like to allow this case one more chance to be resolved.

Message from the player:

"Boa noite,

ainda estou com a pendencia de nao recebimento do meu dinheiro do cassino. Estou no processo de verificação da conta, ja enviei todos os documentos solicitados, no entanto, o documento extrato bancario, é rejeitado toda vez que envio, ja enviei mais de 10 vezes e eles nao aceitam e tambem nao informa o motivo sa rejeicao. Peco o apoio para resolver essa pendencia, nao sei mais o que fazer!"

Is the bank statement associated with the bank account you used for deposits in the casino?

Is your name address and bank account number visible on the document?

Have you sent an unedited document to the casino?

Updating the information, they accepted the history of my statement, however, now another request for extra information has appeared and I have already sent evidence of what was requested, however, it was rejected once. At that moment I just uploaded the evidence again. Below is the screenshot:

Atualizando as informações, eles aceitaram o histórico do meu extrato, porem, agora apareceu mais uma solicitação de informação extra que já enviei evidencia do que foi pedido, no entanto, foi rejeitada uma vez. Nesse momento acabei de subir a evidencia novamente. Segue abaixo o print da tela:

Thanks for the update, have the documents been accepted? Has the casino processed your withdrawal yet?

I'll await news from you.

Goodnight,

So far I have not received my money, they asked for more details of an operation specified in my current account. They are exceeding the limit of information necessary to verify an account. They simply asked for my checking account statement and now they want me to explain in detail what each operation is.

Boa noite,

Ate o momento nao recebi o meu dinheiro, pediram mais detalhes de uma operação em especificou na minha conta corrente. Estão extrapolando o limite das informações necessarias para verificação de uma conta. Simplesmente pediram o extrato da minha conta corrente e agora querem que fique explicando detalhamente o que cada operacao é .

I completely understand the frustration.

When it comes to the source of funds verification, such information may be requested due to regulatory requirements.

I would recommend you cooperate with the casino.

If you find yourself with all the casino's questions answered and the delay with your withdrawal persists, please let us know and we'll intervene.

I'll await your response.

Dear rscarvalhos,

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.