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I made initial withdrawal on the 8th Feb. It sat pending for 3 days then was rejected with no reason. I asked live chat and they said my bank rejected it , which is not true as i asked my bank. Then on Friday the 13th Feb. they asked me to split the withdrawal so i did this into 2 £500 pound payments they told me it would go through quicker!!!.

Clearly not the case as of Monday the 16th the live chat told me it was processed internally and was not their problem anymore. but i have looked and both withdrawals are still pending. So they havent been touched.

Now they have blocked me on live chat and not responded to any emails to confirm it was sent.

They are scamming people , i don't believe anyone gets paid.

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Dear hohohoho01,

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

Hi thank you for responding. We both know what way this is going to go. There will be no withdrawal. I dread to think how many others they have done this to.

I have been trying to communicate with the Casino, but as mentioned in my review they have blocked me on Live chat and no response to emails.

Dear hohohoho01,

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.

No i still haven't received it.

The keep giving me vague answers. Terms and conditions etc. But this was initiated on the 8th Feb, no excuse for not paying by now.

Dear hohohoho01, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Hi

I have never had a withdrawal from them.

Yes i have passed KYC

I wagered the bonus

Played on casino games

I will send photos.

Hi apologies i will send he documents from my personal email. ending in btinternet.com.

The one registered in the casino is the GMX one.

Dear hohohoho01, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Which payment method did you choose to withdraw your winnings?

· 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 once again for your patience and cooperation.

Karla

Hi i originally requested 1000 on the 8th feb, and it was pending for a week then they said split the payment so i spent half and left 500 remaining, its pending from the 13th feb.

I used the card i made the deposit with to withdraw.

Dear hohohoho01,

Thank you for your detailed update, I really appreciate it.

To better understand what is currently happening with your withdrawal, could you please provide screenshots of your ongoing (pending) withdrawals from your casino account?

Ideally, the screenshots should clearly show:

• the withdrawal amounts
• the dates requested
• the current status (pending/processed/rejected)
• the selected payment method

This will help us verify the exact timeline and whether the withdrawals have actually been processed on the casino’s side or are still pending internally.

You can upload the screenshots directly here or send them to my email.

Thank you in advance for your cooperation.

Karla

Hi Karla just sent the screenshots. i dont think they will respond to anything you ask them. Thye have been ignoring me for 2 weeks on email and live chat.

Dear hohohoho01,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, barbora.p@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thank you Karla for the update.

Hello hohohoho01,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear hohohoho01,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora