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I made a withdrawal of 79 dollars, but so far it hasn't dropped, I've done the rollovers and everything from the bonus, the balance has been deducted, but the money still hasn't landed in my Bitcoin wallet.

Realizei um saque de 79 dólares, porém até agora não caiu, fiz os rollover e tudo do bônus , o saldo foi descontado, porém o dinheiro ainda não caiu na minha carteira Bitcoin.

Dear claudemirpordo3099,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawals, to take a couple of days or even weeks to get fully processed, so it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please clarify when exactly you requested this withdrawal?

Looking forward to hearing from you.

Best regards,

Kristina

I applied about 5 days ago

Solicitei a uns 5 dias atras

Thank you for your reply, claudemirpordo3099. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

It's been 2 weeks and nothing has dropped, I've been left, sad that

Ja se passaram 2 semanas e nada do saque cair, fui lezado, triste isso

They haven't paid me until today, clown I was deceived and they probably won't even pay

Não me pagaram até hoje, palhaça fui enganado e provavelmente nem vão pagar

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

What is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Dear claudemirpordo3099,

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.

What is kyc verification? The withdrawal does not appear, neither as pending nor as completed and the money is gone

Oque e verificação kyc? O saque não aparece, nem como pendente e nem como concluído e o dinheiro sumiu

Verification KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Did you provide any documents to verify your identity? Also, have you tried contacting the casino regarding this issue? 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.

Dear claudemirpordo3099,

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.