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I have 2 withdrawls that havnt been paid,

the first I originally withdrew early March it was processed on either the 16th or 18th March I waited 5 days and after nothing being put into my acc I sent through my bank statements to prove I hadn’t received anything, so they got back back to me saying there was a glitch and they put my payment back into my casino that was originally $1250.00 I instantly withdraw again but for $1100.00 I also had a second win and withdrew $1075.00 that was processed a few days apart it’s been 10 days now and they are telling me to wait, every other time iv withdrawn it’s taken 2-3 days tops never 4 or 5 days, iv asked what the glitch was which they won’t tell me, they are not trying to solve the issue and now blankly ignoring me, never in my life have I had to check my bank that many times, it’s nestling a month since this started

please I beg you please help me x

Dear rachael,

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 have two pending withdrawals - one for $1,100 and the other for $1,075? 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

Thank you for responding, yes I have made successful withdrawls, it’s never done this before, it usually takes 2 days most time after they have processed it it will be in my bank the following day, but this is crazy, and they have now completely stopped trying to help and responding, so I’m now being ignored

Thank you for your reply, rachael. Have you accumulated your 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.

I think 1 of them may have been from a bonus but it’s fine like I did all the wagering etc these 2 withdrawals have been approved and allegedly sent to my account but iv not received the funds in my account, it’s been 1 month today that the payments were approved and sent, they asked for a pdf of my bank statement to show I have not received the funds, I sent that off today, there’s many many emails which were you wanting?

They have just put the funds back into my casino account again for me to go through the withdrawing part again so now instead of 2 withdrawls it’s now rolled into 1 of 2200

it’s so frustrating, for what should take no longer than 2 business days

Any updates? The funds are still back in my casino acc waiting to be reprocessed even though theyv approved and processed twice already and yet it sits there,

Thank you very much, rachael, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Rachael!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi, I have finally received the funds yesterday, thank you for wanting to help, it’s good that we have someone out there trying to help us

Dear Rachael,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Pavel K

Casino Guru Team