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I created an account about 10 days ago and wanted to verify it by uploading documents. However, no one verified my documents. I tried contacting support, but they only contact me by email, but no one responded.

After that, I made a deposit and played a little. Then I requested a withdrawal. But the withdrawal has been pending for three days now. I've tried contacting the casino several times, but no one is responding.

Я создал аккаунт приблизительно 10 дней назад,хотел его верифицировать,загрузил документы.Но мои документы никто так не проверил,я попытался связаться с поддержкой,у них связь только по электронной почте,но мне никто не ответил.

После этого я сделал депозит и немного поиграл.После чего я запросил вывод средств.Но вывод средств висит уже трое суток,я не однократно пытался связаться с казино но никто не выходит на связь.

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Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

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 Snikker,

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