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My account was closed, so I can't access it and I need to withdraw the money. They asked me for my information to withdraw, such as the IBAN and country, which I submitted. However, two weeks have passed, and I'm still waiting for the withdrawal to even begin, because they haven't even requested it.

Mi cuenta fue cerrada, por lo que no puedo acceder a mi cuenta y tengo que retirar el dinero. Me pidieron mis datos para poder retirar, tales como el iban y país, que yo envié. Sin embargo, han pasado 2 semanas y aún estoy a la espera de, si quiera, que empiece el retiro, porque ni siquiera lo han solicitado

Dear caniche7,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please provide a reason why your account was closed?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Have you made any successful withdrawals before?

No

Could you confirm that you have passed the KYC verification?

They haven't asked me for any documents.

Did you accumulate your winnings with or without an active bonus?

I have not used any vouchers

Could you provide me with a reason why your account was closed?

They say it is by decision of the administration, I don't know more.

Could you share your communication with the casino?

They haven't answered me by email, and they don't say anything via chat, just to wait.

¿Has realizado algún retiro exitoso anteriormente?

No

¿Podrías confirmar que has pasado la verificación KYC?

No me han pedido ningún documento

¿Acumulaste tus ganancias con o sin bono activo?

No he utilizado ningún bono

¿Podría proporcionarme un motivo por el cual se cerró su cuenta?

Dicen que es por decisión de la administración, no se más

¿Podrías compartir tu comunicación con el casino?

Por correo no me han contestado, y por chat no dicen nada, solo que espere

I've already been paid

Ya me han pagado

Dear caniche7,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru