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Good morning, on 01/02/25 I made a withdrawal for the total amount of 500 euros, which was never processed by the aforementioned betting site.

I have already contacted support who keeps telling me that it will be processed but without success, there should be no problems with the withdrawal since verification from the settings is not required and furthermore the withdrawal was made after having satisfied the terms of the bonus

Buongiorno, in data 01/02/25 ho provveduto ad effettuare un prelievo per la somma totale di 500 euro, il quale non è mai stato elaborato dal suddetto sito di scommesse.

Ho gia contattato l’assistenza la quale mi continua a ribadire che verrà elaborato ma senza successo, per il prelievo non dovrebbero esssrci problemi poiché la verifica dalle impostazioni non è richiesta e inoltre il prelievo è stato effettuato dopo aver soddisfatto i termini del bonus

Dear Salvolo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

Thank you in advance for your reply.

Best regards,

Kristina

Thanks for your reply, this is my first withdrawal, I was not asked for KYC verification, today is 14 days.

Grazie per la risposta, questo è il mio primo prelievo, non mi è stata richiesta la verifica KYC, oggi sono 14 giorni.

Thank you for your reply, Salvolo. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, 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 Salvolo,

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.