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I have been waiting since 12-8 -25 for my withdrawal of $704. 15 days. Previous to this withdrawal I lost 14 straight deposits. Support and management do not responded to any of my emails in 15 days There is no phone number to call The only contact I have is the chat that gets updates from compliance team. And they have no updates and say they can’t do anything but give me updates First the gameprovider was getting blamed now there saying its with compliance team. I always played by the rules with this casino and it’s shocking they would do this. Not even a email explaining what the hold up is

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Dear Riz917,

Thank you very much for submitting your complaint. I’m sorry to hear that you’ve been waiting so long for your withdrawal and that you haven’t received any clear explanation from the casino so far.

Before we reach out to the casino on your behalf, I would like to clarify a few points so we can better understand the situation:

• You mentioned the withdrawal was requested on the 8th Dec for $704. Could you please confirm the exact withdrawal method you selected (bank transfer, crypto, e-wallet, etc.)?
• At the time of requesting the withdrawal, did you have any active bonus or bonus balance? If you used a bonus prior to the win, please let us know which one, even if you already completed the wagering requirements.
• When you contact support via chat, do they provide any ticket number or reference, or do they only respond with general statements like "compliance department is reviewing"?
• Could you share any message or screenshot where the casino mentions the reason changing from the game provider to the compliance team? If easier, you can also forward it to: petronela.k@casino.guru

Your cooperation in providing these details will help us investigate and work towards a resolution. Once we have the missing information, we will contact the casino and ask for clarification regarding the delay and the current status of your payment.

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

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello. I still have not received my withdrawal. I’ve sent over a bunch of screenshots to petronela.k@casino.guru

Nothing has changed. Slotbunny customer service chat has not changed. It’s still being reviewed by compliance team. I still have not received a email from management or support.

Dear Riz917,

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, Peter (peter.c@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.

Here is today’s update

Hello there,

Thank you Riz917 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slot Bunny Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Riz917,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter