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Hello,

Well, I'm verified at this casino. They accepted two withdrawals, each taking about 15 days, but this last one has taken over a month and a week, and they haven't processed it. It doesn't matter that I've sent them a thousand emails and contacted them via support chat 200 times; they don't care about anything.

Hola,

Pues estoy verificado en este casino, me aceptaron 2 retiradas en las que tardaron sobre 15 días cada una, pero esta última llevan más de 1 mes y una semana y no la hacen efectiva. Da igual que les haya mandado mil correos y los haya escrito por el chat de soporte 200 veces, les da igual todo.

Dear florentinapina27,

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.

Did you receive any confirmation from the casino that you had passed the KYC verification?

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

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

Well, I passed KYC twice. I submitted all the documentation twice for the previous two withdrawals, and they confirmed that I had passed KYC.

The earnings were without bonus.

I'm sending you an email from March 27th to the email address you indicated, stating that the withdrawal would be processed immediately and a screenshot of the pending withdrawal from March 3rd.

Greetings and thank you for your work

Hola,

Pues pasé el KYC dos veces. Envié para las dos retiradas anteriores toda la documentación 2 veces y me confirmaron que el KYC estaba superado.

Las ganancias han sido sin bono.

Te mando al correo que me indicas un correo del día 27 de marzo donde me decían que se iba a procesar el retiro de forma inmediata y la captura del retiro pendiente del día 3 de marzo.

Saludos y gracias por vuestro trabajo

Dear florentinapina27, do you have any updates regarding the withdrawal?

No, I'm still waiting, and there's no progress. The chat only tells me they'll process it soon.

Greetings and thanks for your interest.

No, sigo esperando y no hay avances. En el chat solamente me dice que lo procesarán en breve.

Saludos y gracias por el interés

Dear florentinapina27, have you contacted the casino in April regarding your withdrawal?

Also, could you please let me know the current status of your withdrawal in your casino account?

Good morning,

The withdrawal was successfully processed yesterday.

Greetings

Buenos días,

El retiro se procesó ayer con éxito.

Saludos

Dear florentinapina27,

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