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I made the withdrawal request and it was approved on 11/18-2020 but we are already going on 3-12 and I still haven't received the money.

Fiz o pedido de levantamento e ele foi aprovado dia 18-11-2020 mas já vamos no dia 3-12 e ainda não recebi o dinheiro.

Dear José,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Could you please indicate if this was your first attempt for a withdrawal? What is the status of your withdrawal – is it pending or processed?

Have you tried contacting casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any.

Thank you very much in advance for your reply.

Best regards

Kristina

It is the first withdrawal attempt.

The status of the process appears approved.

I already talked to them but they tell me to wait longer because with the covid it can be delayed.

É a primeira tentativa de saque.

O estado do processo aparece aprovado.

Já falei com eles mas dizem-me para aguardar mais tempo porque com o covid pode atrasar.

Thank you very much José for your reply and email. I will now transfer your complaint to my colleague Nick 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.

We will now try to contact the casino to ask them to join here and help us resolve your issue.

Dear José,

First of all, we would like to congratulate you on your winnings!

Second, thank you for sharing your experience with us, although the unexpected delay in your withdrawal has compromised your experience at our Casino.

I consulted your withdrawal personally with the Finance Department and was duly informed that the withdrawal was repaid * 3 days ago, so it should be in your account in a few days.

The same communication provided at CasinoGuru will be forwarded to your personal email.

In addition, I ask you to visit your account at CasinoExtra, as we have credited a symbolic surprise so that this event is forgotten, as it was a unique and unexpected situation.

Again, sorry for the delay.

We look forward to seeing you again at our Casino and wish you all the best.

Greetings,

Sam

CasinoExtra

Caro José,

Em primeiro lugar, gostaríamos de lhe dar os parabéns pelos seus ganhos!

Em segundo lugar, obrigado por compartilhar sua experiência connosco, embora o atraso inesperado em seu saque tenha comprometido a experiência em nosso Casino.

Eu consultei o seu saque pessoalmente com o Departamento Financeiro e fui devidamente informado que o saque foi pago novamente* há 3 dias, sendo assim, o mesmo deverá estar na sua conta em alguns dias.

A mesma comunicação prestada no CasinoGuru será encaminhada ao seu email pessoal.

Além disso, eu peço que visite a sua conta no CasinoExtra, as we have credited uma simbólica surpresa para que este ocorrido seja esquecido, pois foi uma situação única e inesperada.

Mais uma vez, desculpas pelo atraso.

Esperamos vê-lo novamente no nosso Casino e lhe desejamos ótimas Festas.

Cumprimentos,

Sam

CasinoExtra

Dear José,

Could you please advise if the money have been credited to your account? Please let us know so we can be sure that the money has been paid out.

I have already received the money but it took about 1 month, which does not give me much confidence in going back to that casino.

Já recebi o dinheiro mas demorou cerca de quase 1 mês o que não dá muita segurança de voltar a frequentar esse casino.

Dear José,

Thank you for letting us know that your issue have been resolved. You are always free to browse our website and look for a different casino if your are not satisfied with this one. However, one month for your first withdrawal isn't a long time. First withdrawals always take much longer time because of verification process. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly help.

Best regards,

Nick

Casino.guru