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Hello, I have a problem. When I tried to withdraw my money, they asked me to complete the verification process first. However, when I click the verification button, I just get a blank window, meaning the verification doesn't appear. Because of this, I haven't been able to withdraw my funds for more than a week. I’m not refusing to go through the verification process, but support only responds by saying they have sent a request somewhere, asking me to "wait for an email response"...

Здравствуйте, вобщем проблема такая, когда я поставил деньги на вывод мне предложили перед этим пройти верефикацию, когда я нажимаю на кнопку верефикации вылазиет пустое окно, тоесть самой верефикации нет, из за этого я не могу вывести свои средства уже больше недели, пройти верефикацию я не отказываюсь, поддержка отвечает лишь что они отправили куда то запрос "ожидайте ответа на почту"...

Dear chicken_brisk,

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 understand the whole situation completely.

• Do I understand correctly that you haven't managed to upload any documents yet?
• Have you tried sending them via email?
• If you have, could you please advise which documents you have already provided and when exactly you sent them?

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.

Best regards,

Kristina

No, I did not send documents by email, since there were no such instructions from the support, I only wrote to the email and sent a screenshot of the problem, I have been waiting for more than a week, maybe two, I wrote to the support several times, always the same answer "we will write to you by email". But, I also offered them to give me either a link to verification or to go through verification by email, to which I did not receive an answer.

Нет, документы на почту я не отправлял, так как таковых инструкций от поддержки не было, на почту только писал и скидывал скриншот проблемы, вот жду уже больше недели, может двух, писал несколько раз в поддержку всегда один ответ "мы вам напишем на почту". Но, так же я предлогал им дать мне или ссылку на верефикацию или же пройти верефикацию по почте, на что ответа я не получил.

Thank you very much for your reply, chicken_brisk. Have you tried using another browser or device to upload your documents?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear chicken_brisk,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.