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Good day,

I'm really in need of some assistance with my withdrawal submitted originally on the 14th of September 2020. I've sent in all documents as requested and received a confirmation email at the end of September stating that my account has been verified. On the 6th of October I was asked to send my bank wire details to multiple email addresses which I did yet on the 10th of October my withdrawal request was declined for what reason I still don't know. I have again requested my withdrawal via EFT on the 10th of October and haven't received any feedback up until today. The live chat consultants simply ignore my queries and my emails never get a response. I'm really at my wit's end here as it's been almost 2 months now and my withdrawal has still not been processed.

Dear Shafeekah,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please forward the confirmation regarding successful account verification along with any relevant communication to petronela.k@casino.guru?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Was it your first withdrawal in this casino? Do I understand it correctly that payment is still pending inside your account without being processed?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Shafeekah,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.