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Payout Issue from a Jackpot win, casino not responding efficiently and or paying out funds upon request

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Dear LJAYP,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi,

Thanks for your reply,

In response to your questions,

No I have not made any successful withdrawals from the account previously.

I can confirm the KYC verification was noted as completed on there interface.

At the time of winnings accumulated, please see screenshots as supporting evidence.

Kind Regards,

Louis P***

Hello LJAYP,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, LJAYP. Can you describe the "payout issue" in more detail? Could you please advise if you currently have any pending withdrawal requests?

Additionally, please forward all relevant correspondence between you and the casino to kristina.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.

Dear LJAYP,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru