The player from Brazil requested a withdrawal, but he hasn’t received it yet. We rejected the complaint because the player didn't respond to our messages and questions.
I request a withdrawal but it hasn’t dropped into my account yet, it’s two out of two that I can’t make a withdrawal.
Dear Jonas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before? When exactly did you request the withdrawal, please?
Have you tried asking the casino where the problem might be? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).
I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.
Looking forward to hearing from you.
Best regards,
Kristina