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I tried to withdraw the money from my account to which the transition was rejected, but also the money disappeared from my account and it is still not deposited in my bank account where I selected that they should transfer it to me.

Trate de sacar el dinero de mi cuenta a lo cual la transición fue rechazada, pero además el dinero desapareció de mi cuenta y aun no me es depositada en mi cuenta bancaria en donde seleccione que deberían transferírmela.

Dear Valeska,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Which payment method you have opted for?

I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, I do not know if my account has been verified, although I have already uploaded all the papers and photographs that are due, but I have not received a response or an email.

I was informed that I cannot withdraw the funds because two games or two bets that I did not make appear in my account! When I was making the transfer AND they made me lose all the money.

I had only been with the account for one day and I already feel cheated, I lost 62,000 which was what I deposited.

No one has had access to my computer or my cell phone, which is where I entered the casino from, so no one could have accessed my account.

Hola, nose si mi cuenta a sido verificada, aunque ya subí todos los papeles y fotografías que se debe, pero no he recibido respuesta o algún correo.

me informaron que no puedo retirar los fondos por qué en mi cuenta aparecen realizados dos juegos o dos apuestas que yo no realice! Cuando yo estaba realizando la transferencia Y me hicieron perder todo el dinero.

llevaba solo un día con la cuenta y ya me siento estafada, perdí 62.000 que fue lo que deposite.

nadie a tenido acceso a mi computador o a mi celular que es de donde entro al casino, así que nadie pudo aver entrado a mi cuenta.

I do apologize but I don't understand the reason why your winnings have been voided. Is there any relevant communication that you could forward to petronela.k@casino.guru? Thank you very much.

Dear Valeska,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.