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So on April 5th I play and win 1200 euros topped up with my card without a bonus they ask me to verify the account I send the documents they are reviewed and accepted from there I wait 5 days to receive the transfer and nothing I start to write them if you want I have all the emails and messages with them and they start telling me internal checks we don't know how long they will last but as the account was accepted previously I had withdrawn 300 euros in the days before and without verification of documents they had been sent to me now these 1200 euros are still visible on the site from day 5 and not even a shadow of the transfer can you help me please I need that money but above all because I didn't use bonuses but only my own money

Allora giorno 5 aprile gioco e vinco 1200 euro ricaricati con la mia scheda senza bonus mi chiedono di verificare il conto mando i documenti vengono revisionati e accettati da li attendo i 5 giorni per ricevere bonifico e nulla inizio a scriverli se volete ho tutte le emeil e i messaggi con loro e iniziano a dirmi verifiche interne non sappiamo fin quando dureranno ma come il conto e stato accettato precedentemente avevo prelevato 300 euro nei giorni prima e senza verifica di documenti mi erano stati mandati ora questi 1200 euro sono ancora visibili sul sito da giorno 5 e del bonifico nemmen l ombra mi aiutate x favore io ho bisogno di quei soldi ma soprattutto perché non ho usato bonus ma solo soldi miei

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Dear Carmen098,

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 Carmen098,

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.

Hi no I haven't received anything I'm tired it's been 15 days please help me

Salve no non ho ricevuto nulla sono stanca sono passati 15 giorni per favore aiutatemi voi

They always tell me the same internal checks but as I said 15 days have passed, how long do these checks last?

Mi dicono sempre la stessa verifiche interne ma sono passati come ho detto 15 giorni quando durano ste veriche

I just received the first 450 euros, now I'm missing 750, let's see if they send the others too

Mi sono appena entrati i primi 450 euro ora ne mancano 750 vediamo un po se mandano anche gli altri

Dear Carmen098, 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

Problem solved now I sent another 900 euros yesterday we'll see how it goes anyway I received those after 25 days thanks

Problema risolto ora ho inviato altri 900 euro ieri vediamo come andrà a finire cmq quelli gli ho ricevuti dopo 25 giorni grazie

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

Dear Carmen098,

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,

Karla