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Well, I created my account on September 4, 2025, I made a deposit of 100 soles, I bet and won and withdrew without a problem, then I made another deposit on September 6 of 200 soles, I lost all the money betting, which I had no problem with, but on September 9 I deposited 400 soles, and I had a winning streak that added up to 1900 soles, that's when I decided to make withdrawals, and that's where they start asking me for several documents to verify me, I send them all and they approve them all, but they focused on asking me for proof of my last deposit, but not the one of 400 soles, but the previous one of 200 soles, and they approved that one, now today September 11, I am surprised that they readjusted all my money, they canceled all my winning bets, they adjusted my money but only taking into account the 200 soles, they kept the 400 soles, they didn't even add it, in the chat they tell me that they never accepted that deposit, but if they did, it was deducted from my credit card, what I want is for them to return my money, including my earnings, because as I see it, if they have earnings it is where they observe your withdrawals, if you still have losses it is when you can withdraw without a problem.

Bueno, yo cree mi cuenta el 4 de setiembre del 2025, hice un deposito de 100 soles, aposte y gane y retire sin problema, luego hice otro deposito el 6 de setiembre de 200 soles, perdí todo el dinero apostando, lo cual no tenia problema en eso, pero el 9 de setiembre deposite 400 soles, y tuve una racha ganadora que llegue a sumar en monto de 1900 soles, es entonces cuando decido hacer retiros, y es donde empiezan a pedirme varios documentos para verificarme, yo envio todos y todos los aprueban, pero se enfocaron en pedirme pruebas de mi ultimo deposito, pero no el de 400 soles, si no el anterior de 200 soles, y ese lo aprobaron, ahora hoy 11 de setiembre, me doy con la sorpresa que me reajustaron todo mi dinero, anularon todas mis apuestas ganadoras, ajustaron mi dinero pero solo tomando en cuenta los 200 soles, se quedaron con lo 400 soles, ni lo sumaron, en el chat me dicen que nunca aceptaron ese deposito, pero si lo hicieron, si se descontó de mi tarjeta de crédito, yo lo que quiero es que me devuelvan mi dinero, incluido mis ganacias, porque segun veo , si tienen ganancias es donde te observan los retiros, si aun tienes perdidas es cuando puedes retirar sin problema.

Dear player,

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 the 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

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Stay safe.

Dear player,

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.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

In the end, they cancelled all my winning bets, and I sent an email asking them to also cancel my losing bets, but they only responded that they can cancel any bets they want. To me, it's a scam. I mean, it's only valid when you lose your money, but when you win, well, forget it. They'll never give you your winnings. That's all it is. That betting house is a disappointment. I would never recommend it.

Al final, me anularon todas, pero todas mis apuesta ganadas, y yo envié un correo diciendo que tbn anulen mis apuestas perdidas en todo caso, pero solo respondieron que ellos pueden anular las apuestas que deseen, para mi es una estafa, es decir solo vale cuando pierdes tu dinero, pero cuando ganas, pues olvídate nunca te darán tus ganancia. Eso es todo , una decepción esa casa de apuesta. Jamás la recomendaria

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Was the amount successfully deducted from your bank or card? Do you see the 400 soles as a completed transaction on your bank statement?

Do you have a screenshot or official proof of that transaction? If yes, could you please send it?

Did you receive any confirmation email or receipt from the casino when you made the 400 soles deposit?

Have you asked your bank to confirm whether the 400 soles deposit was successfully processed by the casino?

Has the casino ever claimed the 400 soles deposit was invalid or "never received" before? Or was this only mentioned after your winnings?

Could you please share your communication with the casino regarding the deposit? Send emails or chat transcripts to my email at [email protected], 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.

Dear Harold1990,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru