The player from Ukraine requested a withdrawal two weeks prior to submitting this complaint. It has not been processed. The complaint was rejected because the player didn't respond to our messages and questions.
Good afternoon, I applied for the withdrawal of money, on September 14, I sent all the documents, there was no reaction from the casino, they didn’t even write an answer
Dear SemenetsSvitlana,
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? Do I understand correctly that you have not received any confirmation from the casino regarding successful verification?
Have you accumulated 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 evening, no, I didn’t submit a withdrawal earlier, and yes, I correctly sent all my documents to the post office, there was no answer. Yes, my winnings are accumulated with an active bonus
Thank you for your reply, SemenetsSvitlana. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here. Thank you.