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I played the slot machines using real money.

I played various games and ended up with €4443, including some BUY features.

On 9/6, I requested a withdrawal, but the funds have still not been credited to my account.

The casino advertises the fastest withdrawals in the industry, but that promise has not been kept.

The casino has refused to process the withdrawal, citing a security check.

I've asked the chat support multiple times about when the security check will be completed, but they always say they don't know, and I'm worried that the withdrawal might never be processed.

Previously, I deposited €5000 at this casino and ended up increasing it to around €15000 by playing various games, but I eventually lost it all and went down to zero.

Because of this experience, I've been more conscious about withdrawing my winnings.

It's disappointing that they are willing to accept deposits but don't honor their withdrawal promises.

I have contacted support once a week, but I always get the same response, so I'm feeling anxious and decided to consult here.

In addition to the attached conversations with support, I have saved other interactions with them as well.

I would appreciate your help.

Thank you.

リアルマネーを使ってスロットを打ちました。

色んなゲームをやったと思いますが、BUYなどをしながら結果的に€4443になりました。

9/6にそれを出金申請した所、未だに出金が着金しません。

カジノの売りとして業界最速の出金とうたっているのですが、その約束は守られていません。

カジノ側からセキュリティーチェック中と名目で出金を拒否されています。

何回かチャットでセキュリティチェックの終了目途について確認しても、いつ終わるかは分かりません、との事でこのまま出金されないのではないかと心配しています。

このカジノでは以前€5000を入れて色々遊んだ結果€15000程度まで増えましたが、結局全て使ってしまい0になった経験もあります。

そういう経験もあるので勝った時は出金を心がけています。

入金はいくらでも受け付けるけど、出金の約束は守れないというのは残念です。

1週間に1度サポートとやり取りさせて貰いましたが毎回同じ答えなのでちゃんと出金されるか不安でこちらに相談させて頂こうと思った次第です。

添付したサポートとのやり取り以外にも、サポートとのやり取りは保存してあります。

ご協力頂けたら嬉しいです。

宜しくお願いいたします。

Dear minminzemi,

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?
• What payment method did you use for your withdrawal?
• Could you please confirm that you have passed the KYC verification?
• Could you please share your communication with the casino regarding the withdrawal? 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.

Best regards,

Dominika