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Hello,

I deposited 420 USD and used the 3x Play to Bonus. Played it up to 2600 USD which is enough to request a withdrawal (needed 420+420 bonus=840x3=2520) . Made the withdrawal request. Support told me usually it is processed within 15 minutes, after 7 hours of not getting paid i asked for an update but instead they stopped answering and disabled my account. No email gets replied, i am given no information on the what and the why this is happening. Emails are unreplied too. I dont know whats going on and really could use some help here.

Any help would be greatly appreciated.

Dear Nico8888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, I’d like to ask a few clarifying questions:

• When did you register your account, and have you successfully completed the account verification process? If any documents were requested, were they accepted?
• Which types of games have you been playing—live casino games, slots, or sports betting?
• If a bonus was active, could you specify which one?
• Have you attempted any withdrawals before, and if so, were they successful?
• Did the casino provide a specific reason for any issues you’re facing? If they mentioned a rule violation, please let us know what they said.

If there’s any relevant communication with the casino, please forward it to petronela.k@casino.guru. This will help us review your case thoroughly and determine the best course of action.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear Nico8888,

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 we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.