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I made a withdrawal on May 30th for £700. I’m still waiting I have chatted to afew support operators rude and abrupt said 7/21 days I wait ! There a delay with no reason or explanation to why dispite it saying 24/48hrs on there site ! Monday I last chatted to a customer rep who said will pass it on to the relevant team and also I email support which I have done like 3/4 times but I get no reply’s nothing ignored. And yes I won it on reverse withdrawal I did off a £150 which originally the deposit I took was with a bonus but I already wagered it through so yes was done on real funds I mean nothing as been said but I’m making sure all the facts are there I just really need some help and answers on this withdrawel many thanks Sara

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino?
• What types of games did you play to accumulate your winnings?
• Could you please send me a link or a screenshot of the bonus you played with?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

So I like to corrects the date it was March 30th not May. No this is first withdrawel. I have passed the kyc I’m fully verified. I played all slots no table games. So I originally had £150 I did withdraw that then reversed it and accumulated i cancelled afew withdrawals and my final withdrawal i settled on £700.

Dear shararen

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, Lucia (lucia.s@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,

Veronika

Many thanks because I’m getting nowhere with them.

Hello shararen,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

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

Dear shararen,

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,

Lucia