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Description of the problem

For a period of time, my withdrawals were processed normally and within minutes.

After the total amount of my withdrawals exceeded the total amount of deposits I made, all subsequent withdrawal requests began to be delayed and subjected to additional checks.

I currently have the following pending withdrawals:

500 euros

150 euros

200 euros

Total amount due: 850 euros

Withdrawals have been pending for 10 days now.

During my communication with the support department, I received various and conflicting explanations, including:

suspected technical problem;

processing time of 48 hours;

72-hour verification period;

subsequently stating that no precise timeframe could be provided.

Furthermore, the emails I sent went unanswered, and the only communication available was via online chat.

Описание на проблема

За известен период от време моите тегления бяха обработвани нормално и в рамките на минути.

След като общият размер на моите тегления надхвърли общия размер на направените от мен депозити, всички следващи заявки за теглене започнаха да се забавят и да бъдат подлагани на допълнителни проверки.

В момента имам следните чакащи тегления:

500 евро

150 евро

200 евро

Обща дължима сума: 850 евро

Тегленията остават чакащи вече 10 дни.

По време на комуникацията ми с отдела за поддръжка получих различни и противоречиви обяснения, включително:

предполагаем технически проблем;

срок за обработка от 48 часа;

срок за проверка от 72 часа;

впоследствие твърдение, че не може да бъде предоставен никакъв точен срок.

Освен това изпратените от мен имейли останаха без отговор, а единствената налична комуникация е чрез онлайн чат

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Milennnm,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Milennnm,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.