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I made a visa pix withdrawal request on 03/27/2023 and to date it has not yet been analyzed. I contacted the chat several times who initially asked me for 21 business days to process a withdrawal that was supposed to be paid via pix. Waited the 21 business days I still didn't get a response.

Fiz uma solicitação de saque visa pix no dia 27/03/2023 e até a presente data ainda não foi analisado. Entrei em contato várias vezes com o chat que inicialmente me pediu 21 dias úteis para processar um saque que deveria ser pago via pix. Aguardados os 21 dias úteis ainda não obtive resposta.

Dear sirlenybritto3,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

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

Best regards,

Petronela

It has been pending since 03/27/2023. They tell you that they need to analyze the game history, but every other casino does it in 2 or 3 days maximum. I used a bonus.

Está pendente desde 27/03/2023. Eles informam que precisam analisar o histórico dos jogos, mas qualquer outro casino faz isso em 2 ou 3 dias no máximo. Eu utilizei sim um bônus.

Thank you very much, sirlenybritto3, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Sirlenybritto3!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I would recommend you contact the Curacao Gaming Authority and submit a complaint to them, but it is not possible to learn which of Curacao regulators is responsible for this casino. If you would like to try to write to them all with a goal to open a complaint, I can provide you with e-mails for these regulators. If you need the list or have any questions, do not hesitate to contact me through my e-mail: pavel.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team