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Hello,

I’d like to make a complaint and dispute against this casino. I have a balance of $3026 in withdrawal "pending" for over a week without any update whatsoever.

Sincerely,

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Dear Leoking25,

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

Hi,

They have told me "all checks are completed, verification is completed, we’re waiting on the cryptocurrency payment provider". Which is starting to start like a broken record, and also to make it worse they keep giving me different answers each time I’ve asked.

Regards,

Leo

Dear Leoking25,

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.

Hi Karla,

I have still to receive a single dollar of my withdrawal. They said it’s sent however I haven’t received anything and they will not provide me with a confirmation number or anything.

Dear ${userName}, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Send emails or chat transcripts to my email at karla.m@casino.guru, 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.

Karla