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I have been having difficulty getting my winnings, it was so easy to deposit the money that I worked hard for but very difficult to get my winnings, I have gotten the runaround over and over again I won $4,528 off of my own money. Tawni never got back to me or anyone else? Thank God I kept screenshots because they locked me out of my account preventing me from speaking to a live person.

Dear mcclendonjade,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve faced in trying to withdraw your winnings.

To better understand and assist with your case, could you please provide clarification on the following points:

• Were there any bonuses active on your account when you accumulated your winnings of $4,528?
• Could you confirm the dates of your deposit and winnings?
• Have you received any communication from the casino (besides being locked out of your account) explaining why your withdrawal request has not been processed?
• Could you share the screenshots you mentioned, as well as any correspondence you had with Tawni or other representatives?
• Have you attempted to verify your account as part of the casino’s Know Your Customer (KYC) process? If yes, were any additional documents requested by the casino?

If you have any additional details or documents relevant to your case, please forward them to petronela.k@casino.guru so that we can investigate further.

Your cooperation is essential for us to proceed with the case and work towards resolving the issue. Without your input and the necessary details, we will not be able to effectively mediate on your behalf.

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

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear mcclendonjade,

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 we must reject this particular case due to the lack of response from the player to 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.