The player from Bolivia had difficulties withdrawing her earnings from the casino and wanted to retrieve them. However, despite our efforts to gather more information and resolve the issue, the player did not respond to our requests for additional details. Due to this lack of response, we were unable to proceed with any further investigation or offer potential solutions. The case had been closed, but the player retained the option to reopen the complaint in the future.
Player struggles to cash out winnings.
Amount: 1,000 $b
Rosalia
Submitted: 13 Apr 2024 | Case closed : 06 Aug 2024
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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7 months ago
Translation
I want to withdraw the money earned for my children
Automatic translation:
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7 months ago
Dear rosaliajustiniano21,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?
- Please specify the name of the casino.
- Has your casino account been successfully verified in the past?
- Did you accumulate your winnings with or without an active bonus?
- Is your account currently accessible?
- If there is any relevant communication between you and the casino that might provide insight into this issue, please promptly forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Translation
How can I get the free games deposited into my account?
Automatic translation:
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7 months ago
Hi rosaliajustiniano21,
- Could you please provide the name of the casino?
- Has your casino account undergone successful verification in the past?
- Did you accumulate your winnings with or without utilizing an active bonus?
- Is your account presently accessible?
If there are any relevant communications between you and the casino that could shed light on this issue, kindly forward them to petronela.k@casino.guru at your earliest convenience.
Thank you.
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6 months ago
Dear rosaliajustiniano21,
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.
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6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
