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I deactivated my account myself last week. Later I remembered that I still had credit on the account. So I contacted the chat. They told me that it would be no problem to pay out my credit. Now nothing has happened for over a week. I am in contact with the chat almost every day. They always give me the same answer: "It's up to the Special Department. There is no news."

Ich habe letzte Woche mein Konto selber deaktivieren lassen. Später ist mir eingefallen, dass ich noch Guthaben auf dem Konto habe. Also bin ich mit dem Chat in Kontakt getreten. Die haben mir mitgeteilt, dass es kein Problem ist, mein Guthaben auszuzahlen. Nun passiert seit über 1 Woche nichts. Ich bin fast täglich mit dem Chat in Kontakt. Sie geben mir immer dieselbe Antwort: "Es liegt beim Special Department. Es gibt keine News."

Dear Time72,

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.

• Do I understand correctly that you currently don't have access to your casino account?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

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,

Kristina

Hi Kristina,

Exactly, I no longer have access to my account.

I have never made a withdrawal.

I have submitted all the documents the casino asked for but have not yet received any confirmation of verification.

Hi Kristina,

Genau, ich habe keinen Zugriff mehr auf mein Konto.

Ich habe noch nie eine Abhebung vorgenommen.

Ich habe alle Dokumente eingereicht, die das Casino wollte, aber bisher keine Bestätigung über eine Verifiezierung erhalten.

Thank you for your reply, Time72. Do I understand correctly that you have CHF120 (dispute value) in your casino account? Did you accumulate these winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Time72,

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.

Hi Kristina, the amount has now been transferred. We can close the case.

Thank you.

Hi Kristina, inzwischen wurde der Betrag überwiesen. Wir können den Fall schliessen.

Vielen Dank.

Dear Time72,

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,

Kristina

Casino.Guru