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for the past month I have been trying to withdraw my money and they keep telling me keep trying... I was even told my situation will be put on high priority yet nothing happened... I emailed them no response... its the same thing they say over and over... they they take money but can't give back our winnings? some people lively hoods depends on betting and this is absolutely unacceptable and ridiculous, why take money you can't return? I been telling them I need, other betting sites force withdraw it why can't they? and then when I ask they put me on hold an end the chat

Dear moneymaker9981,

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

hey, Kristina I have been trying to withdraw money since July 14, I was being told over and over that it'll go through keep trying, after a lot of pressure they finally gave me an email to contact and its been over a week since I sent them a mail with. no response... its been kept on pending for 5 mins and I get my money back I tried perfect money option as well that did not work and I prefer my money being sent to my debit right away, the max the pending time lasted is about 1 day after that same responses, and poor customer support

Thank you for your reply, moneymaker9981. Have you made any successful withdrawals before? Could you please confirm that you have passed the verification? Have you accumulated your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I just sent an email to you

Just in case looking through email is hard… Ive never had a successful withdrawal for the past month… I passed verification and ive never withdrawn money with an active bonus… and in case you need my id its 11***955

Update on the matter… I tried to withdraw via crypto… and I was successful 2 out of the multiple times ive done it which ridiculous… id like to stick to visa payments… I have like 3 days left and I my vacation starts soon… I need the money can we get this matter resolved in a day or two?

Do I understand correctly that you have managed to request 2 withdrawals via Bitcoin? Have they both been pending since?

I managed to take more than half out with bitcoin... it finally started working, but in the process I did manage l=to lose 150-200 dollars because of that, the remains money the casino owes me id like returned, via bank if possible, if not I may lose another 150-200

moneymaker9981, if withdrawals via Bitcoin are working for you, I would suggest that you continue withdrawing via this payment method. I understand that you prefer a bank transfer, but if such transactions are being declined, I am afraid that Bitcoin withdrawals are the best solution.

Please, keep me informed about any further developments.

Dear moneymaker9981,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.