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Hi guru I am a longtime player in this casino, and last December 25th I had an opportunity to make a withdrawal for the amount of $950 and I did received an email December 29th my withdrawal is approved. I am wondering the money didn’t go through yet to my bank account and I did contact to casino to have a copy of my withdrawal transaction and I did noticed one number of my bank account is wrong I really don’t know who did a mistake but I did the right banking information in the withdrawal filled as far as I know. So I will contact to my bank and I always call twice a day to get the information of the transfer but my bank confirmed nothing transfer or funds didn’t go through to my bank and nothing transfer came from the sender provider or financial institution my bank is willing to speak to the casino financial department but the casino didn’t give the contact information. The casino told me the money is accepted completely from my bank but my bank wire transfer department confirmed nothing any transfer or transaction. I really don’t know what to do few days to go its one month already. And my bank confirmed the funds is still in the sender provider. I hope guru can help me to resolve this issue. Thank you so much

Dear willie34,

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. Could you please advise which payment method you have opted for to deposit funds into your account? Was this your first withdrawal request in this casino? Are there any bank details saved in your casino account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi petronela

thanks for response to my messages , I did use my deposit using interac etransfer . Yes this is my first withdrawal requested since I’d become a member in this casino. Yes I have my banking information saved in the casino. Thank you so much

Thank you, willie34, for your reply. Could you please forward a screenshot of your saved bank details from the casino account?

Hi petronela

when the time I did received your message today I did sign in to my casino account to provide your request but luckily after a month of waiting I was surprised my missing $950 funds is available in my casino account finally. I am so happy.

I really appreciated for your giving a time and for your help, as of now I don’t want to proceed my complaint. Once again thank you so much petronela

Thank you very much, willie34, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, willie34, for your confirmation and please 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.

Best regards,

Petronela

Casino.Guru