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I made a withdrawal request on 22.03.2026. They said it would take 48 to 72 hours to complete and it didn't. On 26.03.2026, they canceled my withdrawal because the postal code was wrong. On 26.03.2026 they canceled my withdrawal because the postal code was wrong and it's not, the postal code is correct, however when they canceled my withdrawal, the money never came back to my casino account, the money disappeared, they said that soon I would have the money back in the casino account but so far nothing. There's no date for them to give me my money back

Fiz um pedido de levantamento no dia 22.03.2026. Disseram que demorava de 48h a 72h a ser concluído e não foi. No dia 26.03.2026 cancelaram o meu levantamento por motivo do código postal estar errado e não está, o código postal está correto, contudo ao cancelarem o meu levantamento, o dinheiro nunca voltou para a minha conta do casino, o dinheiro desapareceu, disseram que brevemente ia voltar a ter o dinheiro na conta do casino mas até agora nada. Não tem qualquer data para me devolverem o dinheiro

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Dear PauloSilva,

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

The withdrawal was canceled by the casino but the money has not returned to my casino account. The money was confiscated for no reason

O levantamento foi cancelado pelo casino mas o dinheiro não voltou á minha conta do casino. O dinheiro foi confiscado sem motivo

Dear PauloSilva,

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 PauloSilva,

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

Dear PauloSilva,

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,

Karla