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Good morning.

I wonder if you can help me. On the 29th I requested a withdrawal from this casino. Since then the withdrawal has been cancelled continuously. When asked they told me it was an issue with their payment provider and that they are working on it, and to give them a little more time. I’ve currently been waiting 48 hours since the last time it was cancelled and still no sign of it being processed. I have tried different payment cards to see if this would work, but it still gets cancelled. I keep getting the same reply from customer services. What can I do?

thanks

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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 made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or have you at least submitted any identity documents to the casino for verification?
• Which payment method have you selected for your withdrawal requests? Have you tried choosing different payment methods?
• Which payment method did you use to deposit money into this casino?
• Has the casino suggested any alternative ways to process your withdrawal — for example, approving a manual withdrawal of your winnings?

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 Hebs223,

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