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I originally tried to withdraw on the 21/5 $5000 and $1000 due to limits, I wasn’t verified, spent a week getting verified, I was okay with that, then after being verified my withdrawals kept getting cancelled because I’d "entered my banking details incorrectly" which I hadn’t, the instructions sent were very confusing and I spent over a whole week trying to get someone to help me on the chat portal, they were not helpful at all, in fact they weren’t even sure what information they were giving me, fast forward to last week, I finally got a hold of someone who knew what they were doing only to be told to enter it how I originally did and take no notice of the email sent! In this time I played some funding and made it all the way to 10k, now I have 2 pending withdrawals of 5k each, now they just keep telling me I have to wait because they have a 6 day turnaround with their withdrawals and I’m afraid they’re going to just keep messing me around until either my account is marked "dormant" or my funds mysteriously disappear.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you submitted any identity documents to the casino for verification?
• Have you received any confirmation from the casino that all your details are now filled out correctly?
• What is the current status of your withdrawal requests?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?

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

Best regards

Veronika

I have submitted documents and they have all been approved.

Currently my withdrawal is still pending, their has been no correspondence from the casino as to whether my details have been entered correctly but it has not been cancelled either, which was happening within 24 hours of the requests.

I mostly played games made by boongo as I find them more enjoyable.

I also did not use any bonuses as I do not like them.

Thank you for your reply. Please forward me the most recent conversations between you and the casino customer support regarding the delay in processing your payments at veronika.f@casino.guru, or post screenshots here. I appreciate your cooperation.

Dear Fitkid40,

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.

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

Dear Fitkid40,

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,

Veronika