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If anything seems suspicious, contact us directly.

Stay safe.

Dear RUBEN83,

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

Good evening,

Everything is in order and I have been using this casino for at least 2 years and nothing like this has ever happened.

I look forward to hearing from you. Thank you so much, and I hope everything goes well.

Buonasera,

Tutto è in regola e uso questo casinò da almeno 2 anni non è mai successa una cosa del genere.

Attendo il vostro intervento, un grande grazie e speriamo vada tutto bene.

Good morning,

Nothing has arrived yet, I'm available for anything.

If you need any documents, I can also send them to the email address you specify:

Bank statement updated to today or other.

I'm waiting.

Thanks again.

Buongiorno,

Ad oggi non è ancora arrivato nulla, per qualsiasi cosa sono disponibile.

Se vi serve qualche documento posso inviarlo anche tramite ad un email che mi indicate voi:

Estratto conto aggiornato ad oggi o altro.

Resto in attesa.

Grazie ancora.

Dear RUBEN83,

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.

Good afternoon,

I have not received the withdrawal to date.

Support is taking time until this morning.

If you give me an email I will send you your entire bank statement and forward the customer support emails.

I'm waiting for news.

Buon pomeriggio,

Ad oggi non ho ricevuto il prelievo.

L'assistenza prende tempo fino a questa mattina.

Se mi date un email invio tutto a voi estratto conto bancario e inoltro le email dell'assistenza clienti.

Attendo notizie.

This is their final response to my request.

Questa è la loro ultima risposta al mio sollecito.

Good morning,

This morning I received an email from the casino.

The withdrawal amount has been credited back to your gaming account.

I was asked to provide selfie verification along with address verification via utility bill and submit a valid document.

It seems everything went well.

To avoid causing problems for the casino, I requested a withdrawal of 90 euros to see if it would arrive this time.

You will, of course, be kept informed of everything that happens.

Maybe by making small withdrawals under 100 euros I can withdraw my winnings.

Greetings and see you soon.

Buongiorno,

Questa mattina mi è stata inviata un email da parte del casinò.

L'importo del prelievo è stato riaccredito nel conto gioco.

Mi è stata chiesta una verifica selfie insieme alla verifica di indirizzo tramite bolletta e l'invio di un documento valido.

Sembra sia andato tutto bene.

Per non mettere in difficoltà il casino ho fatto una richiesta di prelievo di 90 euro per verificare se questa volta arrivi.

Ovviamente sarete informati di tutto ciò che accade.

Magari facendo piccoli prelievi sotto i 100 euro riesco a prelevare la mia vincita.

Saluti e a presto.

Dear RUBEN83, 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Good morning.

The situation has changed for the better.

The requested withdrawal has been credited back to my gaming account.

From there I started making smaller withdrawals and they went through successfully.

Thank you so much for your support.

Buongiorno.

La situazione è cambiata in meglio.

Il prelievo richiesto è stato riaccreditato sul mio conto gioco.

Da li ho iniziato a fare dei prelievi di importo inferiore e sono andati a buon fine.

Grazie mille per il supporto.

Dear RUBEN83,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru