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Dear JAIME8315,

Thank you very much for submitting your complaint. Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on a few screenshots without any description of events, and I will definitely need more information. Could you please elaborate? Have your withdrawal requests been delayed?

I will be patiently waiting for your reply.

Best regards,

Kristina

Hello, I have been waiting for 3 withdrawals of 500 euros each for two weeks, and they have not given me an answer. They only tell me that there is a delay, and nothing else.

Hola buenas llevo dos semanas esperando 3 retiros de 500 euros cada uno , y no me dan una respuesta solo me dicen que hay un retraso , y nada mas

I have been waiting for my three withdrawals for 14 days. I am quite upset, this has never happened to me in any online casino. I have already spoken to them through all means of communication and they do not give me a clear answer, they only tell me that my withdrawals are safe and will arrive but nothing day after day like this.

Llevo esperando mis tres retiros 14 dias . Estoy bastante disgustado nunca me a pasado esto en ningun casino online . Ya he hablado con ellos por todos los medios de comunicación y no me dan una respuesta clara solo me comentan que mis retiros estan a salvo y me llegaran pero nada dia tras dia asi

This is what they tell me day after day since the 4th day I requested the withdrawals:

Thank you for waiting. I understand your concern regarding your retirement.

Although there has been a delay, your withdrawal is still being actively processed.

I apologize for the inconvenience and can assure you that the withdrawal will be sent as soon as possible.

The status of your withdrawal will be updated in your balance history once it has been processed.

We greatly appreciate your patience up to this point.

Esto es lo que me comunican día tras día desde el 4 dia que solicité los retiros :

Gracias por esperar. Entiendo su preocupación con respecto a su retiro.

Aunque ha habido una demora, su retiro aún se está procesando activamente.

Le pido disculpas por las molestias y puedo asegurarle que el retiro se enviará lo antes posible.

El estado de su retiro se actualizará en su historial de saldo una vez que se haya procesado.

Agradecemos enormemente su paciencia hasta este momento.

Hello, good morning, no one answers me?

Hola buenos días ¿ nadie me contesta?

Thank you for your reply, JAIME8315. 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?

Thank you.

Have you made any successful withdrawals before? Yes, a few months ago

Could you confirm that you have passed KYC verification? My account does not need verification, I have been told that it is not necessary and I have not been asked for it.

Did you accumulate your winnings with or without an active bonus? I earned my winnings without any type of bonus

Has realizado algún retiro exitoso anteriormente? Si hace unos meses

Podrías confirmar que has pasado la verificación KYC? Mi cuenta no necesita verificacion me han comentado que no es necesario y no me lo han pedido

Acumulaste tus ganancias con o sin bono activo? Mis ganancias las gane sin ningun tipo de bono

Hello good morning, I just received the withdrawals after almost 3 weeks and 19 days, thank you for everything.

Hola buenos días acabo de recibir los retiros despues de casi 3 semanas 19 dias , gracias por todo

Dear JAIME8315,

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, 

Kristina

Casino.Guru