The player from Brazil has experienced a delay in payout since making a withdrawal request more than 2 weeks ago. The player did not respond to our questions, therefore we had to reject the complaint.
Hello, I made a withdrawal request since the 21st, but I never received my payment until today.
Dear mactox,
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? Could you please confirm that you have passed the KYC 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,
Veronika
I already made a successful withdrawal before, my KYC is approved and my earnings were without active bonus.
Do you have any relevant communication between you and the casino regarding the delayed withdrawal? If so, please forward the messages to veronika.l@casino.guru. Thank you.