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When I put the bank details to withdraw part of the available balance, it presents an error at the end: not including it in the list. I don't know if the error is linked to the type of checking account, if it is necessary to provide a code that I don't know. The chat is unable to respond. I spoke several times.

Quando coloco os dados bancários para o levantamento de parte do saldo disponível ele apresenta no final um erro: não incluindo na lista. Não sei se o erro está ligado ao tipo de conta corrente, se é necessário fornecer um código que não conheço. O chat não consegue responder. Falei várias vezes.

Dear Dinael,

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 understand the whole situation completely. Did you try to withdraw your winnings with the same payment method that has been used for the previous deposits? Could you please confirm that you have completed account verification successfully?  Additionally, please forward me a screenshot of the "error" message. I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with the case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hello Petronela, after talking to several chat attendants, one managed to resolve, he said that they do not make withdrawals by Astropay to Brazil, he advised me to open an account at Neteller or another company to make the withdrawal, I already did that and it seems that is working, the withdrawal is now under analysis. Thank you

Ola Petronela, depois de falar com varios atendentes de chat , um conseguiu resolver, ele disse que não fazem as retiradas pelo Astropay para o Brasil , me orientou a abrir uma conta no Neteller ou outra empresa para fazer a retirada , ja fiz isso e parece que esta dando certo , a retirada agora esta em analise . Obrigado

Thank you very much Dinael for your quick reply. I will set the timer for 7 days and ask you to keep me updated about your pending withdrawal. Thank you in advance.

I ended up opening an account at Ecopayz and everything went well, I managed to make the withdrawal, but I had problems validating the documentation, if anyone has a problem I advise using the passport as proof of identity. They have difficulties understanding our ID and CNH.

Eu acabei abrindo uma conta na Ecopayz e deu tudo certo, consegui fazer a retirada, porém tive problemas para validarem a documentação, se alguem tiver problema aconselho a usar como prova de identidade o passaporte. Eles tem dificuldades de entender nosso RG e CNH.

Thank you very much Dinael for your feedback, it’s very much appreciated. Do I understand it correctly that you’ve received your winnings? Is the issue resolved now?

Yes I received

Sim, recebi

Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Dinael for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.