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Do not withdraw money and ignore

Initially all was well paid out immediately, then I started to be lucky and they suddenly started to break automatic withdrawals and I had to write to them in chat, the first time they said something broke and manually confirmed, a day later I again requested a withdrawal and again there was no automatic withdrawal, I had to write to support and they confirmed. After that I won money and put on withdrawal, but they again broken, I wrote to support - they said to pass KYC, successfully passed everything, even address confirmation and I was transferred to some additional manual verification, although I have all the items in the verification section - passed.  

Finally frozen on the site about 10k$. 

Support does not answer.

It seems the first time it stopped automatically withdrawing funds, they were just waiting for me to lose money, but I got lucky and they decided to take my won money for themselves.

Dear sanchezem,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Verification on my account is completely passed, they just said that they need some kind of manual verification, and how long it will take they do not say and what it is even related too, just wait and that's it. And now they don't answer at all and ignore me.

It's been 15 days now, but I still haven't been paid my money.

Dear sanchezem,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, I still haven't gotten the withdrawal. Tech support is silent.

Now. All the money has been withdrawn, thank you very much!

Dear sanchezem,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Nick Bacon

Casino.Guru