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Hi, I deposited a lot of money into the casino, then requested a withdrawal of €400. They asked me for documents, which I sent, and then they told me I had passed the KYC check and that the account had been verified. I made the withdrawal request, but after a while, they blocked my account, and despite several emails and chats, they didn't tell me the reason. This is a casino that usually pays out within 30 minutes of the withdrawal request.

Salve ho versato parecchi soldi sul casino poi ho richiesto un prelievo di 400 euro mi hanno chiesto i documenti ho inviato e poi mi hanno detto che ho superato il controllo kyc e che il conto e stato verificato: Faccio la richiesta di prelievo e dopo un po mi bloccano il conto e nonostante varie email e contatto in chat non mi dicono il motivo. Questo e un casino che paga entro massimo 30 minuti dalla richiesta di prelievo in genere,

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Dear billyplay,

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

They closed my account, telling me I violated the casino's terms and conditions. They told me I had multiple gaming accounts. I actually had an account at this casino, but it was permanently closed some time ago. So, I currently only have one account at this casino, and I haven't violated any rules. At this point, if they want to close my account and not pay the €400 withdrawal, they'll have to refund all the deposits I made into that account.

Mi hanno chiuso il conto dicendomi che ho violato i termini e condizioni del casino. Mi hanno scritto che ho piu conti gioco, In realta' avevo un conto gioco su questo casino' ma e stato chiuso definitivamente tempo fa'. Quindi ho un solo account attualmente su questo casino', non violato nessun regolamento. A questo punto se mi vogliono cxhiudere il conto e non pagare il prelievo da 400 euro, mi devono restituire tutti i versamenti che ho fatto su questo conto.

Dear billyplay,

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.

They closed my account, telling me I violated the casino's terms and conditions. They told me I had multiple gaming accounts. I actually had a gaming account at this casino, but it was permanently closed some time ago. So, I currently only have one account at this casino, and I haven't violated any rules. At this point, if they want to close my account and not pay the €400 withdrawal, they'll have to refund all the deposits I made to this account.

Mi hanno chiuso il conto dicendomi che ho violato i termini e condizioni del casino. Mi hanno scritto che ho piu conti gioco, In realta' avevo un conto gioco su questo casino' ma e stato chiuso definitivamente tempo fa'. Quindi ho un solo account attualmente su questo casino', non violato nessun regolamento. A questo punto se mi vogliono cxhiudere il conto e non pagare il prelievo da 400 euro, mi devono restituire tutti i versamenti che ho fatto su questo conto

Dear billyplay, 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

Dear billyplay,

Thank you for your response and for the information provided so far.

To better understand your situation regarding the alleged multiple accounts, could you please clarify a few additional details:

– Could you please explain why your previous account was permanently closed?

– Do you have any emails or screenshots from the casino confirming the closure of your previous account?

– If possible, please share any communication related to that account closure.

This information is very important for us to assess whether the casino’s decision regarding multiple accounts is justified.

You can upload the evidence directly here or send it to my email at karla.m@casino.guru.

Thank you in advance for your cooperation.

Karla