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The casino is delaying the payment of an amount of 10,000 BGN requested for withdrawal in two installments of 5,000 BGN with the excuse that there is an error in the payment system and this does not depend on them. They cannot give me a deadline to resolve the problem, which is frivolous. The support in the chat stopped answering me when I asked them to return the money to my account so that I could request a withdrawal with another method. I have withdrawn amounts other times and things have happened very quickly.

Казиното забавя изплащането на сума от 10 000 лв заявена за теглена на два пъти по 5 000 лв с оправданието, че има грешка в платежната система и това не зависи от тях. Не могат да ми дадат срок за разрешаване на проблема което е несериозно . Съпорта в чата спря да ми отговаря когато помолих да върнат парите в акаунта ми за да заявя теглене с друг метод. Теглила съм и друг път суми и нещата са се случвали много бързо .

Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

• If there are any adverse developments regarding your payout you won't be able to resolve with casino support please let us know and we'll try to assist.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

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

Dear Easygo,

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,

Tomas