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I have been waiting for my withdrawal for nearly 2 months. They keep telling me "be patient" and "we have sent it to the finance department" and still nothing. I have tried contacting them in numerous ways and still don’t have my money.

Dear rgk89,

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,

Kristina

I have had a successful withdrawal before however that took over a month to be received.

I have passed all verifications.

My winnings were without a bonus.

I have contacted the casino more than 50 times. They have admitted that there is no reason for my money to be held up and I keep being told to "be patient".

I even explained I needed the money for an appointment my son who has special needs was to have on Thursday the 4th of November and that I had to cancel it because again my money is still not being received into my bank account.

Hi Kristina,

Have you had any luck with a response re my withdrawal? I have emailed them numerous times (almost daily) I log into the casino each day and follow my withdrawal up with the live attendants and ask when I will be receiving my money. I keep being told they will send the request to the finance department and to be patient. I’m literally begging for the money as I desperately need it and still nothing.

Thank you for your reply, rgk89. Could you please advise when exactly you made your last successful withdrawal? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

Also, what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Lastly, please forward the most important communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear rgk89,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.