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Received bonus completed plaything and all verifications needed. Request payout on 1/30/2023 they keep telling me that it is with the payment dept and someone will be emailing me. I have even been told that my issue was escalated but not a word out email since and no payout.

Dear jraenapier80,

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 if this was your first withdrawal attempt? Do I understand correctly that you accumulated your winning with a free chip (no deposit bonus)?

What is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Dear jraenapier80,

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.