I requested a withdrawal on the 27th of February, 2024. My account has already been verified, my documents approved which they responded to by email. My withdrawal was made via pix, a payment method that usually doesn't even take 1 minute to reach the account. However, I have yet to receive it. Its status is marked as processed by the financial department, but it has never appeared in my bank account. Moreover, the chat option is no longer visible on my casino screen. It used to have a small balloon to talk to live support, but it's no longer there. Anyway, I would just like to receive my money. It's a small amount but it's mine. I've been sending messages to support via email for 3 days now and they have not responded. This casino has tricked several users; there are thousands of complaints on Reclame Aqui, all referring to never received withdrawals.

Solicitei um saque dia 27 de fevereiro de 2024, a minha conta ja foi verificada, os documentos aprovados que me responderam por email e o meu saque que fiz via pix que e um pagamento que nao demora nem 1 minuto para chegar na conta , ate hoje nao recebi ,o status dele esta como processado pelo departamento financeiro, mas nunca caiu na minha conta bancaria, nao aparece mas a op?ao de chat na minha tela de cassino antes tinha um balaozinho para falar com suporte ao vivo agora nao tem mais,enfim, so gostaria do meu valor e um valor pequeno mas e meu, ja faz 3 dias que mando mensagem pelo suporte via email e nao me respondem, esse cassino engana varios usarios reclame aqui tem milhares de reclama?oes todas referente a saques nunca recebido.

Dear Alesousa,

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,

Kristina

Oh, what do you mean? I'm outraged now it's been 12 days, today I entered the chat on the computer at exactly 10:06 in the morning, I went to position 1 at 16:40 at exactly 18:03 when it was my turn, and I interacted countless times in the chat, sending hi and other phrases for the chat not to close the attendant probably Daniel I believe because he is only there to answer the casino's chat, the 5 times I contacted him he only answered me at several different times, no coincidence and I get the only one attendant several times, entered the chat and closed it, did not answer me, I was super upset because we had to wait an unusual waiting time of 8 hours for the attendant to enter and have the ability to close the chat without saying anything and a lack of respect, I came back to queue at position 25 after a long 8 hour wait then at 6:25 pm the chat ended saying that there were no more agents available, you and the worst casino for zero service, to solve the problem too, I will wait the 14 days if pay, I say you paid here at guru casino but just leaving a warning for the players, it's not worth it, don't put your money in this casino, you're angry to receive it and don't have a shred of respect for the player, if you don't have 24 hours there available to try to get assistance on their chat, don't waste your time because you won't be answered, there's my indignation as a player, and in the complain here countless complaints about this house too, Tuesday it's been 14 days since I requested this withdrawal, I hope I want them to pay me because I only want what is mine, it's hard to win and when they win they don't pay.

nossa como assim? estou indignada agora ja faz 12 dias, hoje entrei no chat pelo computador exatamente as 10:06 da manha , fui para posi??o 1 as 16:40 exatamente as 18:03 quando estava na minha vez, e eu inúmeras vezes interagindo no chat, mandando oi e outras frases para o chat n?o fechar o atendente provavelmente o Daniel acredito eu pois só existe ele ali para atender o chat do cassino, as 5 vezes que entrei em contato somente ele me atendeu em vários horários diferentes, coincidência n?o e pegar o único atendente diversas vezes, entrou no chat e fechou n?o me atendeu fiquei super aborrecida porque a gente aguardar um tempo de espera fora do normal de 8 horas o atendente entrar e ter a capacidade de fechar o chat sem dizer nada e uma falta de respeito, voltei para fila na posi??o 25 depois de longa 8 horas de espera ai as 18:25 encerrou o chat falando que n?o havia mas agentes disponíveis, vocês e o pior cassino para atendimento nota zero, para resolver problema também, eu vou esperar os 14 dias se pagarem eu falo que pagou aqui no guru cassino mas só deixando o alerta ai para os jogadores, n?o vale a pena n?o coloquem seu dinheiro nesse cassino você passa raiva para receber e n?o tem um pingo de respeito com o jogador, se você n?o tiver 24 horas ai disponível para tentar um atendimento no chat deles nem percam seu tempo pois n?o ser?o atendidos, fica ai minha indigna??o como jogadora, e no reclame aqui inúmeras reclama??es sobre essa casa também, ter?a feira ja fazem 14 dias que eu solicitei esse saque, espero eu que me paguem pois só quero o que e meu, agente custa ganhar e quando ganham n?o pagam.

Thank you for your reply, Alesousa. Have you made any successful withdrawals before? Could you please post a screenshot of your withdrawal history here in this thread?

Did you accumulate your winnings with or without an active bonus?

It's not my first withdrawal from this house, I won 5 free spins, I played, I won, I had a real balance, I requested the withdrawal, as it's the first time I've won after several deposits, and I never received my withdrawal. And now it's been more than 17 days, until they respond, probably well, but 17 will have already passed.

Nao e meu 1 saque nessa casa, ganhei 5 rodadas gratis joguei ganhei , tava em saldo real, solicitei o saque, pois e a 1 vez que ganho depois de varios depositos, e nunca recebi meu saque. E agora ja faz mas de 17 dias, ate responderem provavelmente bem mas que 17 ja se terao passado.

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Thank you very much, Alesousa, for your cooperation. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Meanwhile, a month has passed waiting for this withdrawal and nothing has been resolved, right? There isn't even a deadline, 1 month, that's a lack of respect. And until they respond, it will take more than 1 month for sure.

Enquanto isso ja se passou um mes aguardando esse saque e nada de solucuonarem nada ne? Nem prazo existe, 1 mes ja, uma falta de respeito isso. E ate responderem mas de 1 mes com certeza.

Dear Alesousa,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BetdaVirada Casino representative to join this conversation.

Dear BetdaVirada Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

What do you mean people, but information? I've been talking here for weeks and passing on information, there's no way to see previous conversations and the information already provided here, right? It's already quite tiring and boring here, because the previous girl said she was going to help and she didn't help at all because nothing was resolved, since it wasn't her responsible department, why didn't she send me straight to whoever is actually going to resolve it?? And are you really going to help me? So far, it's just wasted talk, a solution that's no good, how many people will I have to talk to before they solve my case? Because this has become a joke here, who is going to be a truly competent person to help me with this matter? Without passing it on to others and others? Wow, this is a lack of respect, I thought they were going to solve something and they're just messing with my face, I'm not enjoying it. So far I haven't seen any help, just talk, I haven't received my withdrawal, they're just dragging me around here all the time. all of that, yes, that’s a lack of respect.??

Como assim gente, mas informa?oes? La venho a semanas conversando aqui e passando informa?oes, nao tem como ver as conversas anteriores e as informa?oes ja fornecidas aqui nao? Pois ja esta bem cansativo e chato isso aqui, porque a mo?a anterior falou que ia ajudar e nao ajudou em nada pois nada foi resolvido, ja que nao era o setor dela responsavel, porque nao me mandou direto pra quem realmente vai resolver?? E voce vai me ajudar mesmo? Pois ate agora so conversa jogada fora, solu?ao que e bom nada, com quantas pessoas vou ter que conversar ate resolverem meu caso? Pois ja virou uma palha?ada isso aqui, quem vai ser uma pessoa de fato competente para me ajudar no assunto ? Sem ficar passando para outros e outros? Poxa vida isso e uma falta de respeito eu pensando que ia resolverem alguma coisa e so estao de brincadeira com a minha cara, to gostando disso nao.Ate agora nao vi ajuda nenhuma so conversa, nao recebi meu saque so estao me enrolando aqui o tempo todo isso sim, falta de respeito isso.??

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.

Dear salustiano080,

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 recommend you contact the Curacao Gaming Authority ([email protected] or via the 'Contact' button found on their website https://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka