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I've been waiting for the payment since March 9th, the support is responding with sufficiency.. on the contrary, recharging the game account is fast and intuitive.. now a personal matter, if I will be able to cash out. I will ask for my account to be cancelled

aspetto il pagamento dal 9 marzo, l’assistenza risponde con sufficienza.. al contrario ricaricare il conto gioco è veloce e intuitivo.. ormai una questione personale,se riuscirò a incassare . chiederò la cancellazione del mio account

Dear bostikiller,

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?
• Did you accumulate your winnings with or without an active bonus?

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

good morning kristina, I made a withdrawal previously dated March 6, 2025 with success. Subsequently I made three withdrawals dated March 9, March 10, March 11 for a total of € 1200. The live chat customer service with which I managed to speak continues to tell me to wait without giving me concrete answers. The winnings were not made with bonus money. But with real money, I also sent a copy of my bank details printed by my bank where the name of the bank, my personal data and all the codes, IBAN BIC current account number are clearly present. While I had already sent my documents front and back, identity card and tax code for some time. My profile does not need further verification as written in my personal area.

buongiorno kristina, ho effettuato un prelievo in precedenza con data 6 marzo 2025 con successo. Successivamente ho Ri effettuato tre prelievi con data 9 marzo, 10 marzo 11 marzo per un totale di euro 1200. Il servizio clienti live chat con il quale sono riuscito a parlare continua a dirmi di dover attendere senza darmi risposte concrete. La vincita non è stata fatta con soldi bonus. Ma con denaro reale, ho inviato anche una copia delle mie coordinate bancarie fatta stampare dalla mia banca dove ben presente il nome della banca, i miei dati personali e tutti i codici, IBAN bic numero di conto corrente. Mentre avevo già fatto da diverso tempo l’invio dei miei documenti fronte retro, carta d’identità e codice fiscale. Il mio profilo non ha bisogno di ulteriore verifiche così come scritto nella mia area personale.

unfortunately, i don't know what kyc verification means. No Life chat operator i was able to speak to told me about having to provide documentation or further verifications. thank you in advance, i wish you a good day.

purtroppo, non so cosa si intende per verifica kyc. Nessun operatore della Life chat con il quale io sono riuscito a parlare mi ha parlato di dover fornire documentazione o ulteriori verifiche. La ringrazio anticipatamente le auguro una buona giornata.

Thank you for your reply, bostikiller. How many days did it take for the successful withdrawal to be processed? Could you please advise which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

good morning, I can confirm that I have received two transfers for the value of €700, I am waiting for the last one for €500. The timing is probably long.

buongiorno, posso confermare che ho ricevuto due bonifici per il valore di 700 €, sono in attesa dell’ultimo da 500. Probabilmente la tempistica è lunga.

I am happy to hear that you received the first two payments. In this case, I would recommend we give it a few more days. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments

Dear bostikiller,

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.

thank you so much for your help.. i finally solved the pending payments. thank you so much

grazie mille dell’aiuto.. ho finalmente risolto i pagamenti in sospeso. grazie mille

Dear bostikiller,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru