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I requested the withdrawal on 03/05/2025 13 days have passed and still no credit, I asked for assistance by counting them they always give me different answers but never give me times of when my withdrawal request will be processed .... I state that I have not played the free spins or bonus money I also attach the photo of the withdrawals they did not make me make a single withdrawal but three of 500 ..... if you can help me thank you ☺️ I also attach their response to one of my emails

Ho richiesto il prelievo in data 03/05/2025 Sono trascorsi 13 giorni e ancora niente accredito, ho chiesto assistenza contandoli mi danno risposte sempre diverse ma mai mi danno dei tempi di quando sarà evasa la mia richiesta di prelievo….premetto Che non ho giocato ne i freespin e ne soldi bonus vi allego anche la foto dei prelievi non mi ha fatto fare un prelievo unico ma ma tre da 500…..se potete aiutarmi vi ringrazio ☺️ vi allego anche la loro risposta ad una mia email

Dear gessicaandrea,

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.

Thank you so much for your reply, I'll keep you updated thanks again

Grazie mille per la risposta, ti tengo aggiornata grazie ancora

good morning, another 2 days have passed without receiving any of my 3 withdrawals made on 05/03/2025, at the assistance center they always give me very vague answers without explaining the problem, I asked if they needed my documents and they told me no, I don't understand, it's the first time that it happens to me or I played on different platforms both national and international and I've never waited all this time for a withdrawal, it's absurd...

buongiorno sono trascorsi altri 2 giorni senza ricevere nessuno dei miei 3 prelievi effettuati in data 03/05/2025, al centro assistenza mi danno sempre risposte molto vaghe senza spiegarmi il problema, ho chiesto se servissero dei documenti miei e mi hanno detto no, boh non capisco è la prima volta che mi capita o giocato su diverse piattaforme sia nazionali che internazionali e mai mi è capito di aspettare tutto questo tempo per un prelievo è assurdo…

Good morning, I finally received 2 of the three withdrawals requested

Buongiorno finalmente ho ricevuto 2 dei tre prelievi richiesti

Dear gessicaandrea,

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.

yes I received all three samples

si ho ricevuto tutti e tre prelievi

Dear gessicaandrea,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru