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I've been waiting for a withdrawal for over a week, they tell me it's in process, nothing arrives, they don't approve my withdrawal, they don't give me any solution

Llevo más de una semana esperando un retiro, me dicen que está en proceso no llega nada no aprueban mi retiro no me dan ninguna solución

Dear mariaaaaaaaa24,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

It was supposed to arrive in 3 days, I'm still waiting.

Se supone que llegaría a los 3 días sigo esperando

Dear mariaaaaaaaa24, could you please confirm the exact amount that is currently pending in your withdrawal request?

3 withdrawals of €500

3 retiros de 500€

Dear mariaaaaaaaa24,

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.

I haven't received anything, I've been waiting for more than 2 weeks now.

No he recibido nada llevo ya más de 2 semanas esperando

And I talk to them and they don't give me any solution.

Y les hablo y no me ponen ninguna solución

Dear mariaaaaaaaa24, 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?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

If I received a withdrawal 1 month ago but it hasn't arrived

Si recibí un retiro hace 1 mes pero este no me llega

Dear mariaaaaaaaa24, kindly answer all my questions above.

If I received a withdrawal

without bonus

If I passed the verification

Si recibí un retiro

sin bono

si la verificación la pasé

Dear mariaaaaaaaa24, could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Dear mariaaaaaaaa24,

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