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The casino has blocked me and I can't bet, so I tried to contact them and they didn't tell me why, it should be noted that I was never able to make any bets therefore the money I want to withdraw is my deposit but the casino doesn't resolve it, nor it doesn't let me bet or withdraw my money

El casino me a bloqueado y no puedo apostar, a lo que intente comunicarme con ellos y no me dijeron porque, cabe aclarar que nunca pude realizar ninguna apuesta por lo tanto el dinero que quiero retirar es mi deposito pero el casino no me resuelve, ni me deja apostar ni me deja retirar mi dinero

Dear ricardosmash,

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

What happens is that the request is not processed, I do it but they cancel it

Lo que pasa es que la solicitud no se procesa, la hago pero la cancelan

Dear ricardosmash,

Have you received your withdrawal from the casino yet?

No, I have not received anything yet and they only tell me that they are checking with the payment method provider, but they do not solve anything for me

No, aun no e recibido nada y ellos solo me dicen que estan checando con el proveedor de metodo de pago, pero no me resuelven nada

Thank you for your reply, ricardosmash. Did you activate any bonus on top of your deposit?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear ricardosmash,

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.