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I've been playing at the casino for months, so much so that they made my account VIP.

I have made several deposits, as well as withdrawals, both large and small amounts.

This week I've been playing as usual and haven't received any withdrawals. I was told to do it via crypto, which would be faster. Right now, I have a pending crypto withdrawal of $60,000, and it just told me the withdrawal isn't being credited because my account is under temporary verification. They said a ticket was opened so I can continue withdrawing, but that's all they're telling me. They didn't ask me to verify my identity or anything like that. Is this normal? Can anyone help me?

Tengo meses jugando en el casino, tanto asi que mi cuenta la hicieron VIP.

Eh hecho varios depositos, asi como tambien retiros, tanco cantidades grandes como chicas.

Esta semana en jugando como siempre y no me ah concretado ningun retiro, me comentaron lo hiciera por crypto y que seria mas rapido. Ahorita tengo un retiro pendiente en crypto por $60,000 y me acaba de decir que no se acredita el retiro porque mi cuenta esta en Verificación temporal. Que se abrio un ticket para que se me pueda permitir seguir retirando pero es todo lo que me indican, no me pidieron verificar mi identidad ni nada por el estilo. Es normal este caso? Alguien que me pueda apoyar.

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Dear Smc357,

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

They told me it's in validation and that a ticket was opened so I can withdraw it again. But that's all they told me; they didn't ask for any information or anything else. What I find strange is that I just have to trust them and wait for them to validate it?

Me comentan que esta en Validacion y que se abrio ticket para volver a poder retirar. Pero es todo lo que me comentan, no me pidieron datos ni nada mas. Que es lo que se me hace extraño. Tengo que solo confiar y esperar a que ellos validen?

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

Dear Smc357,

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,

Attila