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Dear Eudesjanescarvalho,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? 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?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

Looking forward to hearing from you.

Best regards,

Petronela

Thanks for getting back to me right away, this is an internal issue at the casino.

Support informed me that my account was blocked from making withdrawals and asked me to send an email to security sending the documentation, so I did.

The security answered my email and said that everything is fine with my account and that I can make withdrawals normally.

However, this information does not proceed, because the withdrawals are returning to the account and are not being carried out.

I need help, I don't even know what to do anymore, my account is new and this is the first withdrawal I'm making.

Obrigado pelo retorno de imediato , está sendo um problema interno no cassino.

O suporte me informou que minha conta estava bloqueada para fazer saques e pediu para enviar um email no security enviando a documentação , assim eu fiz.

O security me respondeu o email e disse que esta tudo certo com minha conta e que posso fazer saques normalmente.

Porém essa informação não procede , pq os saques estão voltando para a conta e não estão sendo efetuados.

Preciso que me ajudem já nem sei mais o que fazer , minha conta é nova e esse é o primeiro saque que estou fazendo.

I am forwarding to you the print of the withdrawals returned and the response sent by the security in the email.

They informed about the high values, but the platform offers withdrawals of up to BRL 15,000.00, with no restriction on the amount of withdrawals.

But they are not complying, even the low value withdrawal I made, was unsuccessful.

Help me

Estou encaminhando para vc o print dos saques que retornou e da resposta enviada pelo security no email.

Informaram sobre os valores altos porém a plataforma disponibiliza saques de até R$15.000,00 , sem restrição de quantidade de saque.

Porém não estão cumprindo, até o saque de valor baixo que fiz , não teve sucesso.

Me ajudem

Thank you, Eudesjanescarvalho, for the clarification. Do I understand correctly that your withdrawals have been requested on the 6th of May?

Hello

Yes, withdrawals in red were carried out on May 6th and returned to the game account.

Now I have 4 pending withdrawals, they sent me another email saying that my account is regular and that I can make withdrawals normally, they asked me to wait for a period of up to 48 hours for the withdrawal to be completed.

It's been 48 hours and the withdrawal remains pending.

Below is the print of the 4 withdrawals I made and are under review and do not approve at all.

Olá

Sim as retiradas em vermelho foram realizadas no dia 6 de maio e voltaram para a conta do jogo.

Agora estou com 4 retiradas pendentes , eles me mandaram outro e-mail falando que minha conta esta regular e que posso fazer saques normalmente , pediu para aguardar o prazo de até 48 horas para o saque ser concluído.

Já se passaram 48 horas e o saque permanece pendente.

Segue abaixo o print dos 4 saques que fiz e estão em analise e não aprova de jeito nenhum.

Below I am sending you the updated print, I took it today and the transactions remain under review

Abaixo estou te mandando o print atualizado , tirei hoje e as transações permanecem em análise

I fully understand your frustration, Eudesjanescarvalho. However, I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear Eudesjanescarvalho,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.