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I have been requesting withdrawals from these guys since the 31st of Jan. Every time I do they keep rejecting. I have been on multiple times but they keep telling me they cannot answer and keep referring me to email supports. Email support don't answer. The live chat either leave you on read or will give very vague copy and paste answers. When you ask them to be more specific they don't know what they are doing. It's like they can't deviate from the script.

They drip feed you information, they told me one thing first to verify, when I did that they needed some other information which they never mentioned, after I successfully did this they once again kept blocking my withdrawals due to wagering requirements. After 3 days of getting on to live chat they finally told me that wagering only counts on slots. Why could none of the live chat have told me that before? It's a basic bit of information.

I have most definitely now done EVERYTHING they have asked but my withdrawal is still pending. I would be willing to wait a while but considering reviews and others people's experiences it doesn't seem like I am going to get it any time soon. They purposely delay delay delay in the hope you will lose the money in the meantime

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Dear Seanw,

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.

Best regards,
Complaints Resolution Center

Hi, this isn't good enough to be honest. 14 days is not a fair time limit to wait for a casino that claims instant withdrawals and at most 48 hours. If they approved it and i was waiting then I would be OK but they aren't even accepting it.

Also just to add they have now cancelled my withdrawal again this morning. They claim I need to reupload all the documents I already did a week ago. It's almost like when you do everything they ask the circle back and start again. This casino is a joke, there is surely something more you can do!

Hello, is anyone actually going to bother helping me, it has now been 14 days since my first withdrawal, they still haven't even approved anything it's still pending, 3 days just to get it approved is a piss take. Surely the fact you have 100 complaints about these guys for the same issue would make you get your finger out of your ass but apparently not. Can someone please just help me, I have been waiting now for 2 whole weeks. This is unacceptable!!!!!

Dear Seanw,

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.

Hi Karla,

No unfortunately not, it is still pending, since the 11th. I have got onto chat multiple times and they keep telling me they have escalated it but nothing has happened.

I wouldn't mind as much if they accepted it and I was waiting but it's the fact it is still showing as 'pending'

Dear Seanw, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots 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.

Karla

Dear Seanw,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru