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I made a withdrawal request on 23/10/25 and after numerous emails and contact with live support regarding the delay in payment I received an email stating my withdrawal had been cancelled due to an error on payment provider end. I have had to submit another withdrawal request this time via bank transfer and was assured this would be escalated and prioritised due to the amount of time I had already been waiting but have still not received my funds.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you completed the full KYC verification process, or at least submitted any identity documents to the casino for verification?
• Which payment methods have you used so far to deposit funds into this casino?
• When exactly did you submit your withdrawal request via bank transfer?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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

Dear haggylee80,

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,

Veronika