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It's been over a month since my account has been under investigation. I need the money, so I need you to make a decision as soon as possible.

Tem mais de 1 mês que a minha conta ta em investigação, eu estou precisando do dinheiro, preciso que vocês tomem a decisão o mais rápido possível.

Dear yaguin06,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please advise if you have passed the KYC verification? Or is this the issue that caused the delay?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

i've already made a withdrawal of 300$ and it fell through, i've checked all my documents as they asked, and the documents have been verified.

I didn't use any bonuses, just the real balance.

eu já fiz um saque de 300$ e caiu, já verifiquei todos os meus documentos como eles pediram, e foram verificados os a documentos.

nao utilizei nenhum bônus, apenas o saldo real.

Thank you for your reply, yaguin06. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

the last withdrawal was on 28/08/2024, at 22:17 it took less than 10 minutes to fall, I withdrew by my pix cpf, the method I used to withdraw again, was the same as before, the withdrawal was taking time to fall, I waited for 3 days and called support, they told me to verify my documents, I verified my documents correctly, and it was accepted, and then they said that my account was under investigation. And I've been waiting for over a month

o último saque foi dia 28/08/2024, ás 22:17 demorou menos de 10 minutos para cair, saquei pelo meu pix cpf, o método que eu utilizei para sacar novamente, foi o mesmo de antes, o saque estava demorando para cair, esperei por 3 dias e chamei suporte, mandaram eu verificar meus documentos, eu verifiquei meus documentos corretamente, e foi aceito, e depois disseram que que a minha conta tava sobre investigação. E tô aguardando por mais de 1 mês

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

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.

my account is unable to withdraw and place any bets, i can only log in, but i can't do anything.

i'll send you a screenshot of the transactions.

minha conta está impossibilita de de sacar e fazer qualquer uma aposta, consigo apenas entrar na conta, mas não consigo fazer nada.

vou enviar um print da transações.

Thank you very much, yaguin06, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear yaguin06, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite RioBet Casino representative to join this conversation. 

Dear RioBet Casino, could you please provide more information about this case? 

Looking forward to your reply.