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I've been trying to withdraw money for a week now, and I don't have any bonuses. My account is verified, but when I request a withdrawal, they refuse it, telling me to upload a payment document to their website. Each time I upload the payment document, there seems to be a problem. Simply put, they're not allowing me to withdraw my money in any way. I'm requesting your help with this situation. Thank you.

Už týden se snažím vybrat peníze, bonusy žádné nemám účet ověřeny mám a když požádám o vyber tak mi to odmítnou s tím ze jim mám nahrát na jejich stránku soubor o platbě a když soubor o platbě nahraju tak pokaždé s tím mají nějaký problém, proste mi žádným způsobem neumožní vybrat mé peníze, tímto vás žádám o pomoc,dekuji

Dear filip669,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand that the unverified payment document seems to be the only issue that is causing the delay? Did the casino explain what was wrong with the document or what you should do for it to be verified?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I don't have any successful withdrawals and when I upload the document that confirms my first deposit, they always reply that my name is not on the document, but my first deposit was via apple pay and they want confirmation of the first deposit, they want me to send a screenshot from the bank where it is time of payment, amount, etc., but the only thing to send them is this.

Žádný úspěšný výběr nemám a když nahraju dokument který potvrzuje můj první vklad, vždy mi odpoví ze na dokumentu není moje jméno, ale můj prvni vklad byl přes apple pay a oni chtějí potvrzení o prvním vkladu, chtějí po mě abych poslal screenshot z banky kde je čas platby, částka atd, ale jediné co jim mužů poslat je tohle.

Thank you very much for your reply, filip669. This seems like an automated reply. Have you tried contacting casino support regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear filip669,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.