20Bet Casino - Il prelievo del giocatore ha subito un ritardo.

I requested my withdrawal and first they canceled it and asked for proof of deposits. Then I requested it again and another 16 hours have passed and the only information they give is that it will be processed based on the number of requests.

Solicitei meu saque e primeiro eles cancelaram solicitam comprovantes de depósitos. Posteriormente solicite novamente e já se passam mais 16 horas e a única informações que eles passam é que vai ser processado pela quantidade de solicitações.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear RafaelLimaa,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I understand, but when it comes to depositing, the money drops quickly. I've made more than 800,00 reais in deposits. It's my right to receive my winnings, even if I lose again later.

Entendo mais na hora de depositar o dinheiro cai rapidinho. Fiz mais de 800,00 reais em depósitos. Direito meu receber pelos meus ganhos nem que depois eu perca de novo.

The company has just blocked my profile. With my withdrawal still to be processed.

A empresa acabou de bloquear o meu perfil. Com meu saque ainda para ser processado.

Dear RafaelLimaa,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear RafaelLimaa,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru