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I made a withdrawal of 500, it says it was deposited but it never arrived

Hice un retiro de 500 hay dice que si se deposito pero nunca me llegó

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Dear Roboks1798,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing with your withdrawal.

To better understand the situation and determine where the problem may have occurred, I would like to ask you a few clarifying questions:

• What withdrawal method did you use (for example, bank transfer, card, e-wallet, or cryptocurrency)?
• On what exact date was the withdrawal marked as completed or "deposited" in your casino account?
• Did the casino provide you with a transaction ID or confirmation number, and if so, could you please share it?

Your cooperation in providing these details will help us investigate and work towards a resolution. Clear information about the withdrawal method, timing, and confirmation will allow us to determine whether the delay is on the casino’s side or with the payment provider.

If you have any relevant communication with the casino, such as emails, payment confirmations, or screenshots showing the withdrawal status, you are welcome to forward them to petronela.k@casino.guru for further review.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Roboks1798,

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,
Petronela
Casino.Guru