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Dear brindapalomac,

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 brindapalomac,

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.

They asked me for the statement of my bank account, which I still haven't received because the month isn't over yet. At the same time, I checked the withdrawal data they sent me in the Banxico app and it only shows incorrect data and they haven't responded to me, not even an email.

me pidieron el estado de cuenta de mi cuenta bancaria la cual aún no me llega por qué aún no termina el mes al mismo tiempo verifique los datos que me mandaron del retiro en la app de Banxico y no sale más que datos incorrectos y no me han vuelto a responder ni un correo.

I contacted a casino advisor again and they told me they would review the situation, but they didn't tell me how long it would take, and I only had to come back to look for an answer on Monday.

volví a comunicarme con un asesor del casino y me dijeron que le darán revisión a la situación más no me dijeron cuánto tiempo tardarían y solo quedé de volver a buscar alguna respuesta el lunes

Dear brindapalomac, thank you for your update. Have you received any further information or response from the casino regarding your withdrawal since you last contacted them?

They still haven't resolved my issue and they don't answer me at the casino because they don't have advisors available.

aún siguen sin resolverme y no me contestan en el casino que no tienen asesores disponibles

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

Dear player,

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,

Dominika