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Good morning, I won 1000 francs and made 2 withdrawals of 500 francs each over 3 weeks ago. I contacted live chat almost twice a week and they just tell me to wait, as always, without providing any explanation for this exaggerated delay! I have never made withdrawals from the casino, this is the first time. Furthermore, the casino did not ask me for KYC verification (live chat also told me they did not NEED this). Furthermore, yes, I played with one of their bonuses, but it was exceeded, so much so that the winnings were in the REAL BALANCE and not the BONUS BALANCE. Can you please help me? It is not normal to wait for a winnings that have not yet been paid out for all this time (23 days).

Buongiorno ho fatto una vincita di 1000 fr e ho fatto 2 prelievi ognuno da 500fr da più di 3 settimane fa, ho contattato quasi 2 volte a settimana la chat live e loro mi dicono solamente di aspettare come sempre senza dare spiegazioni di questo esagerato ritardo! Con il casino non ho mai effettuato prelievi delle vincite, questa è la prima volta, inoltre il casino non mi ha chiesto per la verifica del KYC ( la chat live mi ha anche detto di non aver BISOGNO di questo)...inoltre si ho giocato con un loro bonus ma è stato superato tanto è vero che la vincita era sul SALDO REALE e non SALDO BONUS, mi potete aiutare gentilmente ? Non è tanto normale aspettare una vincita ancora non pagata tutto questo tempo (23 giorni)

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process at the casino.

To better understand your situation, could you please provide the following details:

• What method did you use for the withdrawal (e.g., bank transfer, e-wallet, etc.)?
• Have you experienced any issues or delays with deposits or during gameplay before this withdrawal?
• Could you please send me a link or a screenshot of the bonus you activated and played with?

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

Best regards,

Veronika

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Thank you for your patience, and stay safe.

Good evening, the method I used for the withdrawal is via BANK TRANSFER,

I have not encountered any problems with the deposit on the site and neither

I will certainly send you the screenshot of the bonus that I used and that exceeded the wagering requirements, they became real balance

I wanted to point out that by the end of this week I could say that the casino hasn't paid me at all for almost 4 weeks, really unfair

Buonasera ,il metodo che ho utilizzato per il prelievo è tramite BANK TRANSFERT, 

Sul sito non ho riscontrato nessun problema per il deposito e nemmeno

Le mando certamente lo screenshot del bonus che ho usato e che è stato superato i requisiti di scommessa richiesto, sono diventati saldo reale

Ci tenevo a precisare che finendo anche questa settimana potrei dire che il casino non mi ha per niente ancora pagato da quasi 4 settimane, davvero scorretto

Please forward me all the communication between you and the casino customer support regarding the delay in processing your winnings at veronika.f@casino.guru. Thank you for your patience and cooperation.

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

Dear Dome9999,

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.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika