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I made a withdrawal of 400 euros on the site, but the withdrawal has been blocked for verification. They told me I would have to wait a maximum of 48 hours, but it's already been 6 days, and my money is neither in my account nor on the gaming site. Support keeps stalling without giving me concrete answers. I believe this is a scam.

Ho effettuato un prelievo di 400 euro sul sito ma il prelievo è stato bloccato per verifiche , mi hanno detto che avrei dovuto aspettare al massimo 48H ma sono passati già 6 giorni e i miei soldi non sono ancora né sul conto né sul sito di gioco. L'assistenza continua a prendere tempo senza darmi risposte concrete , credo sia una truffa

Dear Lorenzad,

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 understand the whole situation completely.

• Could you please clarify what type of verification you mean? Did the casino request any documents from you to verify your identity, or is the casino reviewing your gameplay?
• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hi yes I have made other withdrawals successfully,

I don't know what kind of verification they are doing but it seems like a scam to me.

I played with real balance

Ciao sì ho effettuato altri prelievi con successo ,

non so che tipo di verifica stanno facendo ma mi sembra una truffa .

Ho giocato con saldo reale

Thank you very much for your reply, Lorenzad. Do you currently have access to your casino account? Which games did you play - slots, live casino, sports betting, etc.?

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.

Hello everyone. The player was requested to undergo a standard verification procedure. The player successfully passed it. There are currently no withdrawal restrictions.

Всем привет. у игрока была запрошена стандартная процедура верификации. Игрок успешно ее прошёл. На данный момент нет никаких ограничений на вывод

Dear Lorenzad,

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.