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He never validated my withdrawal and out of nowhere he took everything away leaving me with nothing. I asked him why he did that and he said it was because of the bonus, but in the betting history it was already covered and the winnings were approximately 1600.

Nunca valido mi retiro y de la nada me quito todo dejándome en ceros, le pregunte porqué hacia eso y dice que por el bono pero si en el historial de apuestas ya estaba cubierto y de ganancias eran 1600 aproximadamente

Dear Rishii,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

Dear Rishii,

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.