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I have been trying to withdraw winnings since Nov 1st. I made 4 deposits totalling £80. I have sent all the info they requested in order to verify my account on 10 different occasions and they still make every excuse. My account is still not verified and everytime I attempt a withdrawal, they cancel it. It takes them 3 days to respond and they cancel the withdrawal on the 3rd day

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Dear AnnieTh-74,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Which documents have you already submitted, and when did you send the most recent one?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear AnnieTh-74,

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,
Kristina
Casino.Guru

We’ve reopened this complaint at the request of AnnieTh-74. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Could you please return to my initial message and provide all the required information so we can proceed with this complaint?

I have been trying to withdraw winnings since Nov 1st. I made 4 deposits totalling £80. I have sent all the info they requested in order to verify my account on 14 different occasions and they still make every excuse. My account is still not verified and everytime I attempt a withdrawal, they cancel it. It takes them 3 days to respond and they cancel the withdrawal on the 3rd day

On the 16th January my withdrawal was dismissed stating "error". I resubmitted my withdrawal on 20th January

Thank you for your reply, AnnieTh-74. Do you currently have any pending withdrawal requests? Could you please attach a screenshot of your withdrawal history in this thread so we can review it?

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Dear AnnieTh-74,

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.

Hi Kristina, I sent you an email last week

I have received your email; however, it seems that the information I was seeking is not included. Could you kindly revisit my previous message and provide the necessary details? Thank you for your assistance.

Dear AnnieTh-74,

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,
Kristina
Casino.Guru