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I reported that my withdrawal hasn't arrived for more than 50 hours, and they keep telling me that it's being reviewed. Meanwhile, they've directly blocked my account with the money in it. Previously, everything was working fine. What can I do?

he informado de que no me llega el retiro desde hace más de 50h y me responden de que me lo están revisando y me han bloqueado la cuenta directamente con el dinero . Cuando antes todo iba bien .. que puedo hacer?

Dear alexdiaz27,

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. 

• What games did you play?
• Did you accumulate your winnings with or without an active bonus?
• What was the reason the casino provided for closing your account?
• 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

I played slot games, and I've been waiting for a withdrawal for 4 days, when it has always worked correctly for me, I need the money now no matter what. What can I do?

Jugué a juegos de tragaperras , y llevo 4 días esperando el retiro. , cuando siempre me a funcionado correctamente , necesito el dinero ya si o si. Que puedo hacer?

My winnings were with my money without bonuses.

Mis ganancias fueron con mi dinero sin bonos.

The reason for the account closure is said to be an administrative decision. But why don't they transfer my money and then block my account?

El motivo de cierre de cuenta dicen que es por decisión administrativa. Pero porque no me ingresan mi dinero y después me bloquean la cuenta?

Dear alexdiaz27, is it correct that you should be eligible to receive your withdrawal even though your casino account was closed?

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.

Dear alexdiaz27,

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.

Solved

Solucionado

Dear alexdiaz27,

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