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I submitted a withdrawl almost two weeks ago. I was fully verified on Tuesday July 14th. The money has been in the pending position. I have received withdrawals from them before. I get the same response from them about it being busy. I’m still waiting for my withdrawl.

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Dear OzzyLuna1979,

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

Thank you. My username on the casino is [redacted]. I put a different one on the complaint. Forgot what it was.

thanks for your help

Still no update on withdrawl. Says they are very busy. Waiting 13 days now.

Dear OzzyLuna1979,

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.

Thank you. No I’m still waiting for my withdrawl. I have emailed the site several times and get the same copied response of bear with us, we’re very busy and keep waiting. It has now been two weeks since my withdrawl request and almost two weeks since I was fully verified. I played with my own cash and no bonuses. I have gotten with drawls from them before so I don’t know why this is taking so long

Still nothing. They are still claiming they are busy and my withdrawl will be processed in the order it was received. It’s now 16 days.

Thank you for the update. Please allow me to ask you a few questions so I can understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

Thank you for your reply.

my winnings were from my deposits not bonuses.

my last withdraw was in January of this year and it took about 5 days.

i have always used interact e transfer. Same account, same email and auto deposit (no password required)

i will email you the emails I have saved from Mr.Bet

Thanks.

Still no processed withdrawl. I have now been waiting 21 days since I made the withdrawl and 20 days since I was fully verified.

Here is a pic of my account balance.

and pending withdrawl

and the page that says I’m verified.

Here is the most recent conversation between me and the online help.

"Update: Because the MADRE link provided by the operator is broken and has an empty dropdown menu, I have successfully filed a formal dispute directly with the Curaçao Gaming Control Board (GCB). My official regulatory tracking number for this case against Faro Entertainment N.V. is RES-1922009397 My $4,700 CAD withdrawal remains frozen after more than 21 days despite full verification and no bonus usage. Please inform the casino's corporate team that a formal regulatory investigation has been opened."

Still haven’t received my withdrawl.

Dear OzzyLuna1979,

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, Endri, (endri.k@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,

Jean

Thank you

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

Dear OzzyLuna1979,

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,

Endri