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I requested a withdrawal of €50, which was approved on April 14, 2026.

To date, the amount has not been credited to my bank account.

I contacted support several times via email and chat. I was asked to send a bank statement, which I provided, clearly proving that the amount has not been received.

Despite this, the casino has not provided any proof of the transfer, transaction ID or a specific deadline for resolution. The responses have been vague and, more recently, they have stopped providing concrete information.

This situation is worrying, as the withdrawal has been approved but remains unpaid without any transparency.

I ask for support in resolving this situation and ensuring that the payment is made or properly clarified.

Solicitei um levantamento no valor de 50€, o qual foi aprovado no dia 14 de abril de 2026.

Até à presente data, o valor não foi creditado na minha conta bancária.

Entrei em contacto várias vezes com o suporte por e-mail e chat. Foi-me solicitado o envio de um extrato bancário, o qual forneci, comprovando claramente que o valor não foi recebido.

Apesar disso, o casino não forneceu qualquer comprovativo da transferência, nem ID da transação, nem indicou um prazo concreto para resolução. As respostas têm sido vagas e, mais recentemente, deixaram de fornecer informações concretas.

Esta situação é preocupante, uma vez que o levantamento foi aprovado, mas permanece por pagar sem qualquer transparência.

Solicito apoio para a resolução desta situação e para garantir que o pagamento seja efetuado ou devidamente esclarecido.

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Dear Benny2009,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

Hello, Veronika,

Thank you for your reply.

No, I've never made a successful withdrawal before.

Yes, my account has already been verified (KYC completed).

The winnings were obtained without any active bonus.

In addition, I have already sent the casino a bank statement, which clearly proves that the withdrawal of €50, approved on April 14, 2026, has not been received.

So far, the casino has not provided any proof of payment, transaction ID or concrete explanation, giving only vague answers.

I appreciate your help in resolving this situation.

Best regards,

Filipa

Olá Veronika,

Obrigada pela sua resposta.

Não, nunca realizei levantamentos com sucesso anteriormente.

Sim, a minha conta já foi verificada (KYC concluído).

Os ganhos foram obtidos sem qualquer bónus ativo.

Adicionalmente, já enviei ao casino um extrato bancário, que comprova claramente que o levantamento de 50€, aprovado no dia 14 de abril de 2026, não foi recebido.

Até ao momento, o casino não forneceu qualquer comprovativo de pagamento, ID da transação ou explicação concreta, tendo dado apenas respostas vagas.

Agradeço a sua ajuda na resolução desta situação.

Com os melhores cumprimentos,

Filipa

casino reported that the transfer had been reversed by the bank, but did not provide any proof of this.

In the meantime, the amount of €50 has been credited to my player account again, instead of being transferred to my bank account.

I'm going to make a new withdrawal request, but I still have no proof of the alleged initial transfer or its reversal.

I will wait to see if the next withdrawal will be successful.

casino informou que a transferência teria sido revertida pelo banco, porém não apresentou qualquer comprovativo dessa operação.

Entretanto, o valor de 50€ foi novamente creditado na minha conta de jogador, em vez de ter sido transferido para a minha conta bancária.

Irei proceder a um novo pedido de levantamento, mas continuo sem qualquer prova da alegada transferência inicial ou da sua reversão.

Aguardarei para verificar se o próximo levantamento será concluído com sucesso.

Casino has already made the transfer

Casino já efetuou a transferência

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Benny2009,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika