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Dear seihaseng2,

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

Their consultant did not respond at all and there is no KYC session on their website also.

Dear seihaseng2,

Have you received your withdrawal from the casino yet?

I received some but some withdrawal still delayed.

Thank you for your reply, seihaseng2. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify how much money you received?
• Do you currently have any pending withdrawals?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Dear seihaseng2,

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.

I received around 200$

my pending withdrawal 117$ rejected twice without any reason.

no active bonus.

Could you please post a screenshot of your withdrawal history here in this thread?

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear seihaseng2,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.