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Good afternoon, the casino is wrongfully withholding my funds. When I checked my account to make a withdrawal, they told me to make a deposit via SPEI (Mexico's electronic payment system) to withdraw my funds. However, as soon as I made the transfer, they automatically blocked my bets. When I tried to withdraw the money, I received a message saying I had to wager all the deposited funds. I already explained to them how I can wager them if they themselves blocked all my bets. They just keep sending me emails telling me to be patient, but it's been a week and they haven't offered any solution.

Buenas tardes, el casino está reteniendo mis fondos indebidamente ya que cuando verifico mi cuenta para poder hacer el retiro correspondiente me dijeron que hiciera un depósito vía SPEI para poder retirar mis fondos en el momento que hago la transferencia automáticamente bloquean mis apuestas y cuando quise retirar el dinero, me ponen una leyenda donde dice que tengo que apostar todos los fondos depositados, pero ya les expliqué que como quieren que los apueste si ellos mismos me bloquearon todas las apuestas, solamente me mandan correos de que tenga paciencia, pero llevan una semana y no me dan ninguna solución

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Dear Chewal12345,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I appreciate your interest in my issue, and I sincerely hope that you receive your refunds, as I haven't received any indication that they intend to resolve my case. Thank you very much.

Agradezco de antemano el interés en mi inconveniente, y espero ansiosamente que a ustedes si les resuelvan el reintegro, por qué yo no he recibido ningún indicio de querer resolver mi caso. Muchísimas gracias

Dear Chewal12345,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, unfortunately, they're still withholding funds unjustifiably. They send me emails daily thanking me for my patience, but they won't unfreeze my bets and are demanding I spend the deposited funds. Yesterday, they requested a statement, which I won't receive until May 18th 😳. The problem is, my account is already verified, and they keep putting up more obstacles. I think they're doing everything they can to keep my money 😭

Hola, desafortunadamente siguen con la retención de fondos injustificados, diario me mandan correos agradeciendo mi paciencia, pero no me desbloquean las apuestas y me exigen gastarme los fondos depositados, el día de ayer me solicitaron un estado de cuenta, que recibiré hasta el 18 de mayo😳, el detalle es que mi cuenta ya está verificada, y cada vez me ponen más trabas. Creo que están haciendo todo lo posible por quedarse con mi dinero 😭

Dear Chewal12345, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

•Of course, I have had successful deposits and withdrawals before.

•I have a verification, which they don't want me to validate.

•I did not have any active bonuses when I generated my earnings.

•I used to play casino games, but they blocked me.

•The latest update is that they are demanding a statement of account, which hasn't even been cut off.

• I will send more evidence.

Thank you so much for your help!

•Claro, con anterioridad tuve depósitos y retiros exitosos.

•Tengo una verificación, la cual no me quieren hacer validar.

•No tenía ningún bono activo al generar mis ganancias.

•Jugaba juegos de casino, pero me los bloquearon.

•la última actualización es que me están exigiendo un estado de cuenta, el cual ni siquiera ha tenido un corte.

• Enviaré más evidencia.

¡Muchas gracias por su ayuda!

Dear Chewal12345,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Chewal12345,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Hello! I was asked for a bank statement showing the deposit I made with my credit card. I've already sent it to you. At this point, I've fulfilled absolutely all your requests. Now I just hope you finally follow through and release my funds, which have been improperly withheld.

Hola! Me solicitaron un estado de cuenta en donde aparezca el depósito que realice con mi tarjeta de crédito, ya se los envié, en este momento ya cumplí con absolutamente todas sus peticiones, ahora solo espero que por fin cumplan, y me hagan entrega de mis fondos, que han sido retenidos indebidamente.

They sent me a message saying they verified my account, they've unlocked my bets, I've already bet the $150.00 they required and the $4100.00 from my credit card, I've already lost them, but the problem is they still won't let me withdraw.

Me mandaron mensaje de que verificaron mi cuenta, ya me desbloquearon las apuestas, ya aposté los 150.00 que me exigían y los 4100.00 de la tarjeta de crédito, ya los perdí pero aquí el detalle es que siguen sin dejarme retirar

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

Dear Chewal12345,

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,

Barbora