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I want to know why you never process my withdrawals. And I don't want you to tell me it's in progress because I already know that. What I want is for you to process it immediately, or I'll have to take legal action. Before these withdrawals, I waited 14 days and nothing, and I see that after these three days, I'm still the same. And I'm not going to wait another 14 days only to find that after 14 days, I still have nothing. Either you start paying my withdrawals immediately, or I'll go to court.

Quiero saber porque no me procedáis nunca mis retiros. Y no quiero que me digas que está en proceso porque eso ya lo sé. Lo que quiero es que me lo proceses de inmediato o voy a tener que reclamar por vía judicial. Anterior a estos retiros estuve esperando 14 días y nada y veo que con estos 3 sigo igual. Y no voy a esperar otros 14 días para que después de 14 días siga sin nada. O me empezáis a pagar mis retiros inmediatamente o ya voy a ir vía judicial.

Dear atmmolina87,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear atmmolina87,

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.

Good afternoon. I ultimately canceled that withdrawal, and now I've made another request through another payment method to see if I can get the money that way, because it's unusual to wait so long. I made the withdrawal on April 12th, so I'm going to wait to see if they process it quickly, since I've tried several withdrawal methods and nothing. Please inform Casinia so they can process it for me. Thank you.

Buenas tardes. Ese retiro al final lo cancele y ahora he hecho tra solicitud por otro medio de pago a ver si así es posible que me vaya llegando el dinero porque no es normal tantas esperas. Lo hice el retiro el día 12 de Abril asique voy a esperar a ver si me lo procesan rápido ya que llevo por ando varios métodos de retiro y nada. Por favor informarles a casinia que me lo procesen. Gracias

Dear atmmolina87,

Can you please clarify which payment method did you use previously and which one now?

Additionally, it should not matter which method do you use, the recommended period remains 14 days for it to be processed.

Let us know in case you would receive it or if it would be delayed again?

Regards,

Nick

Perfect. I'll wait the 14 days and let you know, or if I've been paid, I'll let you know before then. I've tried several methods, and now the three I have are two through REVOLUT and one through Visa. I hope I don't have to file any more claims.

Perfecto. Voy a esperar los 14 días y os informo o si me han pagado os lo digo antes. He intentado por varios métodos y ahora los 3 que tengo son 2 por REVOLUT y uno por visa. Espero no tener que seguir reclamando.

Dear atmmolina87,

Can you please advise if there's been any update regarding your payments since your last post?

Looking forward to hearing from you.

Regards,

Nick

I'm still waiting. After waiting 15 days or more with withdrawals in process, they're now suddenly asking for account verification. I send everything they ask for, and they accept the cards and ID, but I send them proof of address, and the next day they ask for it again. Maybe it's because I'm not sending it in PDF format. I had to send it in JPG format because when I attached the PDF file, it gives me an error and won't let me send it as a PDF. Anyway, I've also emailed them the PDF document, but the website won't let me upload it as a PDF. Tell them that if they want it online as a PDF, I can't because it gives me an error. Tell them I sent it by email. Let them know when you can because I've been waiting and waiting, and that's why I have the documents, and if they want it in PDF, I also emailed it to them, so I don't see the point in continuing to wait. I'm waiting for a reply.

Sigo esperando. Después de esperar como 15 días o más con los retiros en proceso ahora de repente me piden verificación de mi cuenta. Envío todo lo que me piden y las tarjetas y el DNI me lo aceptan pero el comprobante de domicilio se lo mando y al día siguiente me lo vuelven a pedir. Alomejor es porque no lo estoy enviando en formato PDF. Lo he tenido que enviar en formato JPG porque en PDF al adjuntar el archivo me da un error y no me deja enviarlo en PDF. De todas formas les he enviado por correo también el documento en PDF pero por la pagina web en PDF no me deja subir el archivo. Comentárselo que si lo quieren por web en PDF no puedo porque me da error. Les comentas que lo envié por correo electrónico. Díselo cuando puedas porque llevo esperando y esperando y ya es si motivo porque tengo los documentos y si lo quieren en PDF también se lo envié por correo asique no veo porque motivo seguir esperando. Espero respuesta.

I'm sorry, but I'm not going to wait any longer. I think I've given myself enough time. I send documents, and they don't verify them, and they ask me for the same thing again. I send it by mail, and they don't reply. I've run out of patience. Having lawyers in Curaçao, I'm going to file a complaint directly from the casino's country of origin, which will surely go faster than waiting forever for verifications that never get processed.

Lo siento pero no voy a seguir esperando más tiempo. Creo que ya he dado bastante tiempo. Envío documentos y no me los verifican me lo vuelven a pedir lo mismo. Lo envío por correo y no contestan. Se acabó mi paciencia. Teniendo abogados en Curazao voy a interponer una denuncia directamente desde el país de origen del casino que seguro que va más rápido que estar esperando eternamente con verificaciones que nunca procesan.

Luckily, I have some friends in Curaçao, and I've already been able to file a complaint through some lawyers there. This way, I'll probably have to wait less, and they tell me I could even seek compensation for damages, so I'll wait for the complaint to be resolved. The lawyers already have all the evidence from chats, emails, and documents I sent to verify the account, but they never verify it or process my payments. If I see that they start paying me soon, I'll withdraw the complaint, but if not, I'll wait for my lawyers to resolve it.

Por suerte tengo unos amigos en Curazao y ya he podido poner una denuncia mediante unos abogados de allí. Seguramente así tendré que esperar menos y me dicen que incluso podría pedir indemnización por daños y perjuicios asique ya esperaré a la resolución de la denuncia. Los abogados ya tienen todas las pruebas de chats y correos y documentos que envié para verificar cuenta que nunca me la verifican ni me procesan los pagos. Si veo que me empiezan a pagar pronto retiraré la denuncia pero sino esperaré la resolución de la denuncia de mis abogados.

Dear atmmolina87,

Before we would try to reach out to the casino, would it be possible to forward the communication between you and the casino related to the case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear atmmolina87,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
Casino.Guru