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The casino has blocked my withdrawals for over a month now. They requested verification, which I completed, but they still haven't released my withdrawal. I'm continuously trying to resolve this.

A casa bloqueou meus saques ja faz mais de 1 mes, pediram verificacao e eu realizei, mesmo assim nao liberaram meu saque, sigo tentando resolver.

Dear YuriCandaten,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issues you're facing with your withdrawals being blocked. To assist you more effectively, could you please provide us with some additional information?

• When did you complete the verification process, and what documents did you submit?
• Have you received any specific reasons from the casino for the continued blockage of your withdrawals?
• Could you share any communication you've had with the casino regarding this issue?
• Have you been given any timeframe or updates from the casino since you completed the verification?

Additionally, you can forward any relevant communication or evidence to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Right when I tried to make my withdrawal (April 13th) I did a full check on the website, plus a few additional ones.

They didn't give me a reason for the block, they just asked me to wait, this has been almost 3 months.

At no point did they give me a deadline or anything like that, they just told me to wait, even though the account was verified.

Logo quando tentei efetuar meu saque (13 de abril) fiz a verificação completa no site, e mais algumas adicionais.

Nao me deram motivos para o bloqueio, só pediram para aguardar, isto faz quase 3 meses.

Em momento algum me deram algum prazo ou algo do tipo, somente mandaram eu aguardar, mesmo com a conta verificada.

Hello YuriCandaten,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela 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 Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi YuriCandaten,

• Could you please advise which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

Thank you.

Dear YuriCandaten,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.