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Hello,

On December 9th, I requested two withdrawals: the first for 200 and the second for 300 euros.

On December 12th, I received the 200 euros as expected.

On December 13th, I wrote about the missing credit for the remaining 300 euros, even though I had received an email stating the WITHDRAWAL COMPLETED.

Just two days ago, after several pointless chats, an operator informed me that on December 14th, the casino canceled the 300 euro withdrawal (which they told me to eagerly await until then) without re-crediting the amount to my gaming account so I could request it again.

In short, the money has vanished into thin air! No one knows where it went!

Buongiorno,

in data 9 dicembre ho richiesto due prelievi: il primo di 200, il secondo di 300 euro.

In data 12 ho ricevuto la somma di euro 200 regolarmente.

In data 13 ho scritto circa il mancato accredito dei restanti 300 nonostante avessi ricevuto la mail di PRELIEVO COMPLETATO.

Solo due giorni fa dopo numerose chat inutili, una operatrice mi ha comunicato che in data 14 dicembre il casino ha cancellato il prelievo di 300 ( che fino a quel giorno mi avevano detto di attendere con ansia ), senza riaccreditarmi l importo sul conto di gioco in modo che potessi richiedlo.

In sintesi, soldi spariti nel nulla ! nessuno sa dovo sono finiti !

Dear ciulloalessio1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Is your casino account blocked?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at [email protected], 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.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good afternoon,

after opening a report above, they responded to me from customer service by crediting me back the amount of 300 euros that had disappeared into thin air until yesterday, on my gaming account.

Obviously I immediately requested the withdrawal of the same.

Let's hope this doesn't take too long. I'll leave the topic open and update you in 5 days.

Buon pomeriggio,

dopo aver aperto segnalazione qui sopra, mi hanno risposto dal servizio clienti riaccreditandomi l'importo di euro 300 sparito nel nulla fino a ieri, sul conto di gioco.

Ovviamente ho richiesto subito il prelievo dello stesso.

Speriamo che anche questo non tardi. Lascio aperto il topic e vi aggiorno tra 5 giorni.

Dear ciulloalessio1, kindly update us once you have received the payment.

Good evening,

Nothing to be done.

I requested the withdrawal again on December 22nd and I have not received any credit!!!

I've been waiting for 20 days now since December 9th.

I'm losing hope.

Buona sera,

Niente da fare.

Ho richiesto il prelievo nuovamente il 22 dicembre e non ho ricevuto nessun accredito!!!

Ormai dal 9 dicembre sono 20 giorni che aspetto.

Sto perdendo le speranze.

I also found the email where the transfer was confirmed but 7 days have passed.....

Ho trovato inoltre la mail dove mi viene confermato l avvenuto bonifico ma sono passati 7 giorni.....

Dear ciulloalessio1, have you received the money?

No, absolutely nothing at the moment!

I wrote and rewrote in chat and the answers are always the same: "we'll have to wait!"

I'm really disappointed and annoyed!

No, ad ora proprio nulla!

Ho scritto e riscritto in chat e le risposte sono sempre le stesse :"c'è da aspettare!"

Sono proprio deluso e indispettito!

Logging in tonight, after another 8 days from the withdrawal request, I noticed that the withdrawn amount was back in my gaming account.

I made the withdrawal request again!!!!

I've been waiting since December 9th and we're back to square one!!!

Collegandomi stasera, dopo altri 8 giorni dalla richiesta i prelievo, ho notato che l importo prelevato era di nuovo sul mio account di gioco.

Ho eseguito di nuovo la richiesta di prelievo!!!!

Dal 9 dicembre che aspetto e siamo di nuovo al punto di partenza!!!

Thank you very much, ciulloalessio1, for providing the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

I just want my money!!!!

Voglio solo i miei soldi !!!!

Update: I just received the withdrawal completed email BUT I DON'T SEE ANY DEBIT IN MY BANK ACCOUNT!

We'll wait 3 working days and then I'll update you.

Aggiornamento : ho appena ricevuto la mail di prelievo completato MA NON VEDO ACCREDITI SUL MIO CONTO BANCARIO!

Aspettiamo i 3 giorni lavorativi e poi vi aggiorno.

Hello, ciulloalessio1,

I am sorry to hear about your trouble. From now on, I will assist you with the case.

Thank you for the additional information regarding the matter. Let's now please do it as we did in your other complaint.

After reading your update, I would like to wait for at least a week and wait for news from you. Then, if nothing changes, we can invite the casino to the thread and ask them for clarification. Therefore, now I am setting up the timer for you, for 7 normal days, waiting for your update.

Thank you. Looking forward to hearing good news from you.

Good morning,

I confirm that finally after 1 month, I received the winnings!!!!

Thank you so much for the support

Buongiorno,

Confermo che finalmente dopo 1 mese, ho ricevuto la vincita!!!!

Grazie davvero per il supporto

What great news, ciulloalessio1!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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,

Branislav, Casino.guru