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I have made a withdrawal on June 10, 2023 as of today the deposit to my account has not yet been made, when asking for help "Alejandro" indicates his withdrawal is in process, you must wait for confirmation email, I have called a telephone number that indicates the page I have spent more than ten minutes waiting for them to answer and only music plays, I have sent a thousand emails and I have not received a response to anything, only practically automatic responses "your case has already been sent to the finance department" "A The transfer will be made as soon as possible" please help I feel cheated and lastly every time one requests something like an email they change the subject and deliver the answers indicated above

He realizado un retiro el día 10 de junio de 2023 al día de hoy aun no se realiza el deposito a mi cuenta, al momento de preguntar en ayuda "Alejandro" indica su retiro esta en proceso, debe esperar correo de confirmación, he llamado a un número de teléfono que indica la página he permanecido más de diez minutos esperando que atiendan y solo suena música, he enviado mil correos y no tengo respuesta de nada, solo respuestas prácticamente automáticas "su caso ya fue enviado al departamento de finanzas" "A la brevedad se realizará la transferencia" por favor ayuda me siento estafada y por último cada vez que uno solicita algo como algún correo electrónico cambian el tema y entregan las respuestas que indique anteriormente

Dear andreasandovalswa,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I have never made a withdrawal, they did not ask me for KYC verification, I played without a bonus

No jamás he realizado un retiro, tampoco me pidieron la verificación KYC, jugué sin bono

To this day they still do not answer any email, only Alejandro who is supposed to be the one who helps the clients, but every day when consulting the answer is the same, "your case has already been referred to the finance department, your transfer will be made to as soon as possible" I need to know if I can upload the history of conversations with the character Alejandro and the repeated automated responses, I stay tuned and thank you very much

Al día de hoy aun no responden ningún correo, solo alejandro que se supone que es el que ayuda a l9s clientes, pero cada día al consultar la respuesta es la misma, "su caso ya fue derivado al departamento de finanzas su transferencia se hará a la brevedad" necesito saber si puedo subir historial de conversaciones con el personaje Alejandro y las reiteras respuestas automatizadas, quedo atenta y muchas gracias

Thank you very much for your reply, andreasandovalswa. What is the current status of your withdrawal request, please? Is it marked as pending or processed in your casino account? If possible, please post here a screenshot of your withdrawal history.

Could you 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.

Dear andreasandovalswa,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.