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I made the withdrawal on the 26th after they had approved my withdrawals since August 20th and then put them back on hold without reason.

Now the withdrawal has been approved but nothing has arrived and I think that in a couple of days they will put it on hold again as already done previously.

They blocked my live chat and no one responds to my emails.

how can I do it?

Ho effettuato il prelievo in data 26 dopo che dal 20 agosto mi approvavano i prelievi e poi li rimettevano in sospeso senza motivo.

ora il prelievo è stato approvato ma non è arrivato nulla e credo che tra un paio di giorni lo metteranno nuovamente in sospeso come già fatto in precendenza.

mi hanno bloccato la chat dal vivo e alle mail non risponde nessuno.

come posso fare?

Dear player,

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 the 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

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thank you for the

collaboration, the problem is that it had already been approved on 20/08 and then returned to pending.

I can't talk to anyone because they're not answering and this game has been going on for 8 days now.

The audit has been complete for a long time, so I think it's just a way to avoid paying what is due.

I don't know if you have any contacts to talk to because all this is absurd. I played more than €1000 and got €950 back. I think that's the least they pay me.

La ringrazio per la

collaborazione, il problema è che già il 20/08 era stato approvato poi tornato in sospeso.

non posso parlare con nessuno perché non rispondono e sono già 8 giorni che va avanti questo giochetto.

la verifica è completa da molto tempo, quindi credo che sia solo un modo per non pagare quanto dovuto.

non so se voi avete qualche contatto con cui interloquire perché tutto questo è assurdo ho giocato più di 1000 € e ne ho ripresi 950 € credo che sia il minimo che mi paghino.

Dear player,

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.

Dear player,

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,
Dominika
Casino.Guru