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They tell me I can't withdraw my winnings despite meeting the bonus requirements. Then I can't withdraw any winnings from my deposit either, because the verification failed. I don't know the details because they won't tell me. They're just stealing, and I hope they at least let me withdraw my deposit. That's what I hope for. This casino is awful.

Me disen q no puedo retirar mis ganancias a pesar de cumplir con los requisitos del bono después tampoco puedo retirar ganancias con mi deposito q por q la verificación no paso en q detalle no lo se por q no lo asen saber. Solo roban y espero mínimo me dejen retirar mi deposito eso espero casino nefasto

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Dear Ueirjrbd,

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

Dear Ueirjrbd,

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 only gave me back 200, which is what I deposited, but it doesn't seem fair to me that I played a game and they only return my deposit.

Solo me dieron 200 q fue lo q deposite pero no se me ase justo aver jugado gabado y q solo me regresen mi deposito

Dear Ueirjrbd, 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