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Hello , so the kyc team told me to verify a card that I used to be able to withdraw my funds.Here is the problem I do recognise this card at all as I only use bank transfer . I have spent thousands on there with nothing in return .

Dear clinz2003,

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.

Meanwhile, can you please forward a screenshot of your deposits from the casino matching with the details from your bank statement to nikolas.b@casino.guru?

Best regards,

Complaints Resolution Center

Dear clinz2003,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear clinz2003,

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.

Couldn’t withdraw the money and then after I gambled it all away , since I knew I wouldn’t get the money .

Dear Clinz2003,

I'm sorry to hear about the loss of your balance. Please note that when requesting a withdrawal, it’s important to allow at least 14 days for processing. Once a balance is lost, unfortunately, there is nothing further we can do to assist.

With that in mind, we will now proceed to close this complaint. However, please don’t hesitate to reach out to us if you encounter any issues with online casinos in the future.

Best regards,

Nick