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Hello, I requested a withdrawal of R$2,000 reais on 10/09/2022 until today 10/19/2022 nothing has fallen into my account.

I'm really worried about the withdrawal time, here in Brazil I should work with wallets like P4yforfun and Pix.

I wanted my withdrawal as soon as possible to re-deposit and play at the house.

Olá solicitei um saque de R$2.000 reais dia 09/10/2022 até a data de hoje 19/10/2022 não caiu nada na minha conta.

Estou bem preocupada com o tempo de saque, aqui no Brasil deveria trabalhar com carteiras como P4yforfun e o Pix.

Queria o meu saque o quanto antes para voltar a depositar e jogar na casa.

Dear lsrosa7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

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

Looking forward to hearing from you.

Best regards,

Kristina

Hello

My account is verified at KYC, and I called the Bank and I passed the Exchange details and they informed me that I needed the SWIFT PROOF MT-103 to track the deposit.

Awaiting

Yours sincerely

Leilane

Olá

Minha conta está verificada no KYC , e eu liguei no Banco que passei os dados do Câmbio e eles me informaram que precisava do COMPROVANTE SWIFT MT-103 para fazer o rastreio do depósito.

No aguardo

Atenciosamente

Leilane

Thank you for your reply, lsrosa7. Have you accumulated your winnings with or without an active bonus? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, 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.

The withdrawal has been processed since 10/13… note any pending issues on my part, only theirs….I sent the entire history from the request to the email.

I'm distressed because I've never had any problems with the house you guys indicate...

Wow, I don't know what else to do.

And the SWIFT MT 103 voucher, which I need for the Bank to do the screening, they don't send it in the chat or in the support email.

They say that a responsible sector is taking care of it but they don't give me any deadline or the proof I need.

O saque está como processado desde o dia 13/10… notem nenhuma pendência da minha parte só da deles mesmo….mandei no e-mail todo o histórico desde a solicitação.

Estou aflita pq nunca tive problema nenhum com a casa que vcs indicam…

Nossa não sei mais o que fazer.

E o comprovante SWIFT MT 103, que eu preciso para o Banco fazer o rastreio , eles não mandam no chat e nem no e-mail do suporte.

Falam que um setor responsável está cuidando mas não me passam prazo nenhum e nem o comprovante que preciso.

Thank you very much lsrosa7 for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear lsrosa7,

I am so sorry to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Casilando Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Casilando Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can she expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi lsrosa7,

We apologize in advance for any inconvenience.

Please be aware we are analysing the case you've brought up and we will reply back to you shortly.

Thank you for your patience and understanding.

Hi, it was solved, I received it on November 01, thank you all! For your commitment and for the solution! I received the money but it was a process!

Oi foi solucionado recebi no dia 01 de novembro, obrigada a todos!Pelo comprometimento e pela solução!Recebi o dinheiro mas foi um trâmite!

Hi lsrosa7,

Once again we apologize for any inconvenience. We are happy to know that the situation has been solved.

Have a great day! 🙂

Regards,

Casilando

Dear lsrosa7,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan