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Immediately check if your account verification (KYC) is complete by uploading all requested documents, such as a photo ID and proof of address. Many payout denials stem directly from an unverified or partially verified profile. Also, confirm that the withdrawal method selected matches the details of your deposit method; discrepancies between payment systems, like depositing via PIX but attempting to retrieve funds to a different bank account, are a common cause for rejection.
Ensure the amount you are attempting to retrieve adheres to the platform's minimum and maximum limits. A request for R$45 when the minimum is R$50 will be automatically declined. Furthermore, review your transaction history for any active bonus funds. You must fulfill all wagering requirements tied to a promotion before any associated winnings become eligible for cash out. Attempting to retrieve funds with an active rollover requirement is a guaranteed failure.
If the problem persists after confirming your verification status and adherence to financial rules, document your issue with precision. Take screenshots of the error message, your account balance, and the failed transaction attempt in your history. Compile these images along with your user ID and a clear description of the steps you've taken. Having this detailed record ready streamlines the support process and provides concrete evidence for your claim when you contact customer service.
First, verify that your account verification (KYC) is complete by checking your profile status. Upload a clear, government-issued photo ID and a recent utility bill or bank statement showing your address. Incomplete or rejected documents are the most frequent cause for blocked cashouts. Ensure the name on your documents exactly matches the name registered on your gaming account.
Next, confirm that you have fulfilled all active bonus wagering requirements. Open the 'My Bonuses' section and check for any active promotions. Each promotion has a specific rollover multiplier (e.g., 30x the bonus amount) that must be met before funds linked to it become available for withdrawal. Attempting to retrieve winnings before meeting these conditions will result in a failed transaction.
Check the payment method details you have entered. A common error is a mistyped PIX key or bank account number. Go to the cashier or wallet section and meticulously review your saved payment information. For bank transfers, ensure the IBAN, SWIFT/BIC code, and branch number are correct. Using a payment method registered to a different individual will also block the operation.
Review your transaction history for any recent deposit chargebacks or payment disputes. If a financial institution reversed a prior deposit, your ability to retrieve funds will be suspended until the negative balance is settled. Contact customer support with proof of the resolved dispute if this applies to your situation.
Ensure your withdrawal request respects the platform's set limits. There are minimum and maximum daily, weekly, and monthly amounts for retrieving funds. Attempting to pull out a sum below the minimum (e.g., less than R$50) or above the maximum (e.g., more than R$5,000 per day) will be automatically declined. These limits are usually detailed in the platform's terms and conditions or the FAQ section.
If all these steps fail, document your issue with screenshots. Capture images of the error message, your verified account status, and the completed bonus terms. Send this documentation directly to the support team via their designated email or live chat. Provide your username and a clear timeline of your attempts to obtain your money. This specific evidence accelerates the resolution process.
Check if your account verification is complete. The platform requires submission of a valid ID and proof of address before authorizing any fund retrieval. A pending verification is the most common reason for a delayed cash-out. Ensure the documents submitted are clear, not expired, and match the personal details on your profile.
Your withdrawal may be blocked by active bonus funds. Each promotion has specific rollover conditions–the total amount you must bet before winnings become available for retrieval. Examine the terms of any claimed bonus in your account section. You must satisfy these playthrough rules completely; partial completion will not release the funds.
The system often requires you to retrieve money using the same method you used for your deposit. If you deposited with a bank card, attempting a cash-out to a different e-wallet could trigger a security flag and halt the transaction. Confirm that your chosen retrieval method aligns with your previous deposit history.
A hold on your payout can result from a standard security review. This process is often triggered by unusual activity, such as logging in from a new location, a large withdrawal request after a significant win, or multiple failed login attempts. The finance department manually inspects the account's activity to prevent fraud, which can add a few days to the processing time.
Simple data entry errors will stop a transfer. Double-check your bank account number, IBAN, SWIFT/BIC code, or e-wallet address for accuracy. A single incorrect digit will cause the transaction to fail. Go to the cashier section and carefully review the information you provided for the requested payout.
To authorize cash-outs, you must submit a clear, legible digital copy of a government-issued photo identification document. The most commonly accepted options are a valid Passport (photo page), a national Identity Card (both front and back), or a current Driver's License (both front and back). Ensure all four corners of the document are visible, the name and date of birth match your registration details exactly, and there is no blur or glare obscuring the information.
Next, you will need to provide proof of your residential address. This is typically a recent utility bill (electricity, water, gas, or internet) or a bank statement dated within the last 90 days. The document must clearly display your full name, current address, and the issue date. The name and address on this document must correspond precisely with the information you provided during account creation. Mobile phone bills are often not accepted.
Finally, verification of your payment method is required to finalize the withdrawal clearance process. For credit or debit card deposits, you must send a picture of the card used. Show the first six and last four digits of the card number, your name, and the expiration date. Conceal the middle six digits and the CVV code on the back for your security. If you used an e-wallet, a screenshot of your account profile page showing your name and account number/email is sufficient.
Initiate contact through the platform's Live Chat for the fastest response. This method provides an immediate connection to a support agent and allows for real-time troubleshooting of your payout issue.
When direct communication is necessary for a blocked cash-out, use the official support email. This creates a documented record of your correspondence. To expedite the process, structure your email with the following elements:
Gather all pertinent documentation before contacting support. A well-prepared case file accelerates resolution.
If the Live Chat and email channels do not yield a solution for your fund retrieval difficulty, check the platform's official social media channels. Some companies maintain support teams on platforms like Twitter or Telegram, which can offer an alternative avenue for escalating your case.