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I made the withdrawal on January 30th, but so far it's still pending. Since I loaded money, they gave me a €30 bonus, and I have to wager 35x on these bonuses, otherwise the winnings won't be credited to my real balance. After completing the requirements, my winnings became real balance. So, since they say the maximum withdrawal per day is €500, I withdrew twice, once for €500 and the next day for €300. Since they say it takes 3-5 business days to process, I waited a week. After that, I contacted customer service, but they keep telling me it's the final stage, so I still have to be patient. Can you help me get this money? Thank you very much.

Ho fatto il prelievo il 30 di gennaio mah finorà risulta ancora in sospesa, siccome ho caricato mi hanno dato il bonus di 30€ e di questi bonus devo giocare 35x perche sennò le vincite non vengono come saldo reale, dopo aver completato i requisiti che chiedono le mie vincite diventato saldo reale per questo ho prelevato siccome dicono che il massimo prelievo in giornata e di 500 allora ho fatto 2 volte una di 500€ e il giorno seguente il 300€, visto che dicono ci vuole 3-5 giorni lavorativi per l'elaborazione ho aspetta una settimana mah dopo questo ho contattato il servizio cliente però mi dicono sempre che a la fase finale quindi devo ancora avere pazienza. Mi aiutate ad avere questi soldi grazie mille

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Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you contacted support and inquired about the reason for the delay? What response have you received?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for the reply, anyway, yes, the first withdrawal went very well, after 3 days they credited me, yes, I contacted customer support and they sent you all the chat transcripts via email

Grazie per la risposta,, comunque si il primo prelievo e andata benissimo dopo 3 giorni mi hanno accreditato, si ho contattato l'assistenza clienti ti mandò tutto il trascrizioni di chat tramite mail

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kring,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

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Thank you in advance for your time and feedback.

Best regards,

Tomas