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The casino takes a really long time to verify the account. Been waiting since April, but it's still perfectly possible to make deposits and play. So they're okay with accepting the money but refuse to verify the account and proceed with the payouts. Made a withdrawal request in April which I then canceled and played away because nothing happened. It feels tactical.

submitted all the information they requested for verification. Customer service just asks you to wait.

Casinot tar jättelångtid på sig att verifiera kontot. Väntat sen i april, men det är fortfarande fullt möjligt att göra insättningar och spela. Så dem är okej med att ta emot pengarna men vägrar verifiera kontot och gå vidare med utbetalningarna. Gjort en ansökan om utbetalning i april som jag sedan avbröt och spelade bort för att ingenting hände. Det känns taktiskt.

skickat in all information dom önskat för verifiering. Kundtjänst ber en bara att vänta.

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Dear Alled1,

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

declined precis

Dear Alled1,

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.

Hello!

No nothing has happened. Tried again when they rejected the withdrawal without giving a reason. Still waiting after 14 days. Nothing happens even though they said the processing time was 2-3 days for me.

Hej!

Nej inget har hänt. Gjorde ett nytt försök när dom avvisade uttaget utan att ange orsak. Väntar fortfarande efter 14 dagar. Inget händer trots att dom sa att handläggningstiden var 2-3 dagar för mig.

Dear Alled1, 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

Hello Alled1,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru