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Hello. I registered in your casino a long time ago and I was already verified on 12/30/21, I added €100 and I won. So I wanted to remove them. They sent me an email saying that my withdrawal was denied, and that I wanted proof of purchase of the voucher that I use to add money. I sent them to you, I sent my account statement from my bank where you can see the purchases. From there they stopped answering me (01/05/2022) Right now it's been almost 20 days that I don't know about them

Hola. Me registre hace tiempo en su casino y ya estaba verificado el 30/12/21 añadi 100€ y gane. Entonces quise retirarlos. Me enviaron un correo diciendo que mi retiro fue denegado, y que queria pruebas de la compra del voucher que use para añadir dinero. Se las mande, Mande mi estado de cuenta de mi banco donde se pueden observar las compras. Desde ahi dejaron de contestarme (5/01/2022) Ahorita van casi 20 dias que no se de ellos

Dear Marcos,

Thank you for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that this was your first withdrawal attempt? Have you accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the whole communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Marcos,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I already mailed all the correspondence. and if it was my first withdrawal and I don't have any bonus. At this time they have already returned my account but they will not let me withdraw. I already asked what they want me to send them but I have no answer. I already sent them a bank statement showing that I made a purchase of the vouchers on dundle.com but it is not enough. I ask them and they don't tell me what they want

Ya le envie por correo toda la correspondecia. y si fue mi primer retiro y no tengo ningun bonus. A este momento ya me regresaron mi cuenta pero no me dejan retirar. Ya pregunte que que quieren que les mande pero no tengo respuesta. Ya les mande un estado bancario donde muestra que hice una compra de los vouchers en dundle.com pero no es suficiente. Les pregunto y no me dicen que quieren

Thank you for your email, Marcos. Could you please explain the situation with France and Austria? I am not quite sure I understand what happened there.

Would you be so kind as to send me screenshots of each email separately so I can see full messages? Thank you in advance.

I already sent you a screenshot of the entire conversation. Vouchers have regions; I don't know why they said that about Austria, if the vouchers have "France" as the country. Another thing that happened is that I, being from Mexico and verified from Mexico, changed the configuration to "France" so that it would be possible to deposit through neosurf. I didn't know it was a bad thing.

But that is if they have already contacted me but only to tell me that they returned my account but that my money is still blocked. I answered asking them what they need, I already sent a screenshot of my bank where the purchase is seen on dundle.com, but they don't answer me and say what they want.

Ya le envie una captura de toda la conversacion. Los vouchers tienen regiones; lo de Austria no se porque dijeron eso, si los voucher tienen como pais "Francia". Otra cosa que paso es que yo siendo de mexico y verificado de mexico, cambie en la configuracion a "Francia" para que fuera posible depositar mediante neosurf. No sabia que era algo malo.

Pero eso si ya se comunicaron conmigo pero solo para decirme que me devolvieron mi cuenta pero que mi dinero sigue bloqueado. Les conteste preguntandoles que necesitan, ya envie una captura de mi banco donde se ve la compra en dundle.com, Pero no me responden y dicen que quieren.

Do I understand correctly, that you have provided the required proof of transactions, however, the casino didn't approve them? Or the casino did not respond to your email with this proof at all?

Dear Marcos,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

I already received my €200 After many emails and withdrawal attempts they agreed to send it to me. thanks for the assistance

Ya recibí mis 200€ Después de muchos correos e intentos de retiro accedieron a mandármelo. Gracias por la asistencia

Awesome news, Marcos! As you have received your withdrawal, we will now close the complaint as ‘resolved’ in our system. Thanks for your cooperation and 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.