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I requested a withdrawal of 400 euros on August 28, 2025.

The casino states in its terms and conditions that the maximum withdrawal time is 3 working days.

I would like to express my displeasure, because a week has passed and the withdrawal request has not been processed.

When I contact customer support, they tell me that the request is being actively processed by the Finance Department or that the delay is due to a high volume of withdrawal requests.

I want my problem solved quickly and the amount of 400 euros transferred to me.

Fiz o pedido de levantamento de fundos no dia 28 de Agosto de 2025, no valor de 400 euros.

O casino informa nos termos e condições, que o prazo máximo de levantamento de fundos é processado em 3 dias úteis.

Apresento aqui o meu desagrado, pois no presente dia, já passou uma semana e o pedido de levantamento de fundos não foi processado.

Quando contacto o suporte ao cliente informam que o pedido está em processamento ativo, pelo Departamento Financeiro ou que o atraso deve-se a um grande volume de pedidos de levantamento.

Pretendo a rápida resolução do meu problema, sendo-me transferido o valor de 400 euros.

Dear player,

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 the 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

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Good afternoon.

I would like to inform you that today the casino transferred 400 euros to my bank account.

It turns out that my bank, for reasons unknown to me, returned the amount to the casino's IBAN.

I asked the bank what had happened, and it told me that the transfer had been returned automatically due to a system error in processing. The amount was returned to the original account.

If possible, I would like you to take steps to resolve this situation on the casino's behalf, as you have not given me any feedback on the resolution of this situation.

I would like the casino to process a new bank transfer.

Please find attached the document proving that the bank has refunded the amount.

Also attached is a screenshot of the response given by my bank.

Thank you.

Boa tarde.

Venho informar que hoje, foi realizada a transferência de fundos, pelo casino, do valor de 400 euros para a minha conta bancária.

Acontece que o meu banco por razões que me são alheias, devolveu o valor para o IBAN do casino.

Questionei o banco do sucedido, pelo que me informou que a transferência foi devolvida automaticamente devido a um erro de sistema no processamento. E que o valor foi devolvido para a conta de origem.

Quando possivel, solicito diligências da vossa parte na resolução desta situação por parte do casino, porque não me dá qualquer feedback de resolução desta situação.

Pretendo que o casino volte a processar nova transferência bancária.

Segue em anexo o documento a comprovar a devolução do valor pelo banco.

Segue também a captura de tela da resposta dada pelo meu banco.

Obrigado.

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

Dear player,

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,

Dominika