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I've tried to make a withdrawal more than 30 times. They keep telling me I'm entering the information incorrectly and that's why they're not depositing it. They tell me to put STP, which I already did. They say if I put my account details, I should put the bank details. They tell me to upload documents, which have already been approved. I even get emails saying everything has been approved and they'll return the money to my account. They just don't want to pay me.

he intentado más de 30 veces hacer un retiro , insisten en decirme que estoy poniendo mal los datos y por eso no me depositan , que ponga STP , ya lo hice , que si pongo mi cuenta que ponga el banco , que suba documentos , ya fueron aprobados , incluso me llegan correos de ya fue todo aprobado y me devuelven el dinero a mi cuenta , no quieren pagarme

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Dear Becca1,

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 Becca1,

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.

Hi... nothing. They keep insisting I'm entering my information incorrectly. I play on other casino platforms and use the same information for withdrawals without any problems. I've tried over 40 times already. I really think they're trying to make me give up, play their games, and lose my money. Today I received an email saying my withdrawals were approved. I logged into my casino account and the money was returned.

Hola .. no NADA ,, siguen insistiendo que yo estoy poniendo mal mis datos , . Juego en otras plataformas de casino y uso los mismos datos para hacer retiros y SIN ningún problema , . Ya llevo más de 40 intentos , en verdad creo que lo que buscan es que me canse , que los juegue y se pierda el dinero. Hoy me llegó un correo de que fueron aprobados mis retiros , me meto a mi cuenta del casino y se regresó el dinero .

Dear Becca1, 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?
• 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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Becca1,

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,

Karla