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I can't make withdrawals or place bets even though I submitted the required documents. Help! I need to resolve this issue.

No puedo hacer retiros ni apuestas a pesar de haber presentado los documentos que me solicitaron, ayuda. Necesito resolver este problema

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Dear matiasb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please clarify the exact dates when you requested the withdrawals?
• Have you made any successful withdrawals before?
• Could you please clarify which specific documents did you submit for verification and when?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

• I tried to make a withdrawal 2 days ago and it wouldn't let me, nor will it let me use it in the casino or for betting.
• Previously I was able to make withdrawals normally
• 3 most recent bills for a basic service
• No, they are deposits.

• Intenté hacer un retiro hace 2 días y. O me lo permitió, tampoco me deja usarlo en casino ni apuestas.
• anteriormente si pude hacer retiros con normalidad
• 3 últimas facturas de un servicio básico
• no, son depósitos.

Thank you for your reply and for providing the previous details, matiasb.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear matiasb,

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.

I already sent the documents you requested; I await your response.

Ya envié los documentos que me pidieron espero su respuesta

Thank you for your reply.

I have checked the email, but I was unfortunately unable to open the attached files. Could you please resend them in the correct format or alternatively upload them directly to this thread for review?

Additionally, could you please provide the following information:

• When did you make your last successful withdrawal, and how long did it take to be processed?
• Which payment method did you choose for withdrawing your winnings? Was it the same method you had used previously?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

Dear matiasb,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru