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I made a withdrawal on December 18th and today, after not receiving any response, they cancelled the withdrawal. The issue is that they haven't given me a reason for the rejection; they only returned the money to my account.

I need help getting paid.

Now make another withdrawal to see if it's approved

Hice un retiro el 18 de diciembre y hoy después de no tener ninguna repuesta me cancelaron el retiro, el tema es que no me han dado el motivo del rechazo solo devolvieron el dinero a mi cuenta

necesito ayuda para que me paguen el dinero

ahira realice un nuevo retiro para ver si lo aprueban

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Dear Ivanstg,

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

Dear Ivanstg,

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 Sir/Madam, I did not receive it, and furthermore, my withdrawal was cancelled without explanation. I have now submitted a new withdrawal request, but they are telling me the same thing again: that I must wait.

They cancelled my previous withdrawal after 14 days and now they're telling me to wait again because I cancelled the withdrawal, which I didn't.

I submitted a new application and I'm waiting, but I need to know why the previous one was cancelled and when I will be able to submit it.

they will pay

Estimado no lo recibí y es más me cancelaron el retiro y no me dieron explicación por qué, ahora realice un nuevo solicitud de retiro pero vuelven a decirme lo mismo que debo esperar

me cancelaron el retiro anterior a los 14 días y ahora nuevamente me dicen que espere por qué yo cancele el retiro cosa que no fue.

realice una nueva solicitud y espero, pero necesito saber por qué cancelaron la anterior y cuando me

pagaran

Dear Ivanstg, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Dear Ivanstg,

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,
Attila
Casino.Guru