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Hello, I have had my withdrawal cancelled more than once, telling me that some documents were missing to be able to withdraw, documents subsequently uploaded all and also asked on live chat if I had to upload others, replying that I was perfectly verified and ready to withdraw.

Withdrawal request then rejected without specifying the reason.

Salve, mi è stato annullato piu di una volta il prelievo, dicendomi che mancavano dei documenti per poter prelevare, documenti successivamente caricati tutti e chiesto anche alla live chat se avessi dovuto caricarne altri, rispondendo di essere perfettamente verificato e pronto al prelievo.

Richiesta di prelievo poi rifiutata senza specificare il motivo.

Dear stefano107,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise which documents you have already provided and which documents the casino requests from you?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or is it related to your account only?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Dear stefano107,

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.

Hi, everything is solved, after a few attempts I managed to solve the problem

Salve, tutto risolto, dopo un po’ di tentativi sono riuscito a risolvere il problema

Dear stefano107,

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,

Tomas

Casino.Guru