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3 withdrawals, the first of $30,000, then one of $20,000 and finally one of $500,000, they asked me to send photos of my card, then I would like the withdrawal again with a transfer and nothing, they still do not confirm my withdrawal and what is worse, they just tell me that there is a $500,000 pending withdrawal

3 retiros el primero de $30000 luego uno de $20000 y por ultimo uno de $500000 me pieron que envira fotos de mi tarjeta luego q isiera el retiro denuevo con transferencia y nada ahun no confirman mi retiro y lo que es peor solo me dicen que ahi un retiro pendiente de $500000

Dear pavilanataly,

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

Dear pavilanataly,

Have you received your withdrawal from the casino yet?

I was only given the withdrawal of $500,000 but not the first $30,000 and $20,000 they told me it would be returned to my casino balance but it never arrived

Solo se me entrego el retiro de $500000 pero no los primero de $30000 y $20000 me dijieron que se devolveria a mi saldo del casino pero nunca llego

Thank you for your reply, pavilanataly. Did you use the same payment method to withdraw all three withdrawals? Could you please advise what is the current status of the missing withdrawal requests? Are they marked as pending or processed in your account? If possible, please post here a screenshot of your withdrawal history.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear pavilanataly,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.