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I submitted my redemptions on November 30th I did 3 for $1000, 1 for 950 and 1 for 800 and I have not received them at all, and they keep telling me that I'm in the cue that the system's got to do this, the system's got to do that, I didn't win it on any free withdraws.Any free bonuses?I deposited money in won the money

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Dear Nathanc,

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?
• Could you please confirm that you have passed the KYC verification?
• Do I understand correctly that you haven't accumulated your winnings with the active bonus?

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

No yes no i submitted my redeem winnings on november thirtieth I have a few of them 2 for $1000 1 for $950 and 1 for $850 i keep.\nGiving the same message over and over again about how i'm in the queue , this that and the other the system hasn't registered this that and the other 43 weeks now

I deposited twice.I believe 2 deposits for $20 and I won on my deposits.There were no bonuses that were known nothing like that i legitimacy won the money

I even canceled a couple of my redemptions. I believe they were for $500 a piece, and just played them out in the casino!

I will take a snapshot of my winnings

That's\n$5000, that is a lot of money.\nJust for them not to pay , because they don't want to

Oh, by the way, I'm not from Nebraska.I'm from South Dakota from Nebraska.I'm from south dakota not nebraska

Dear Nathanc,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Nathanc,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I would like to strongly encourage you not to play your balance any further at this point. Please note, that in case you lose your funds now, we will have no way of helping you.

I will also try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. If there happen to be any developments, please keep me informed.

Best regards

Martin

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Nathanc,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, which will negatively impact their safety index on our website. I understand this isn't a satisfactory solution to your issue, but the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos. Lastly, you can also try lodging a complaint directly with Internet Crime Complaint Center at https://complaint.ic3.gov/, which is a branch of FBI dealing with online fraud and cybercrime. If you need help with submitting the request, or if you hear back from either the authority, GA or the casino, please let me know by sending me a quick message at martin.l@casino.guru. I am really sorry I could not be of more help on this occasion.

Best regards,

Martin