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Submitted a withdrawal request. They said to wait 72 hours. The time has passed whether the request for additional documents, although it was displayed before, and the account was checked accordingly. After the documents were told to re-create the output, I created and again said the check is in progress and wait 31 days

Оформил запрос на вывод. Сказали ждать 72 часа. Прошло время запрос ли дополнительные документы хотя до етого выводил и акаунт ссответственно был проверен. После документов сказали создать заново вывод, я создал и снова сказали проверка идёт и ждать 31 день

Dear stormminside,

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

Dear stormminside,

Have you received your withdrawal from the casino yet?

I still haven't received the money. The casino explains this by some point of the rules that they can check my account for up to 31 days.

Денег до сих пор я не получил. Казино объясняет ето каким то пунктом правил, что могут до 31 дня проверять мой акаунт.

Thank you very much for your reply, stormminside. Have you made any successful withdrawals before? Do I understand correctly that your account has been successfully verified?

Have you accumulated your winnings with or without an active bonus, please?

Before eto conclusions made a couple of times. Yes, the account was verified successfully. Accumulated winnings without bonuses. Haven't been paid for 20 days

До етого выводы делал пару раз. Да акаунт подтверждён успешно. Накопил выйграш без бонусов. Уже 20 дней не отдают средства

Could you please advise when exactly you requested your last successful withdrawal? Approximately how many days did it take to be processed?

Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

Additionally, 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.

September 24 was the withdrawal of a successful couple of hours and withdrawn. SchA I designed for another method. The account is being checked until the 31st according to some kind of sports rule. I wait about 25 days until I receive the funds

24 сентября был вывод успешный пару часов и вывели. Ща я оформил на другой метод. Идёт проверка акаунта до 31 го согласно какого то правила спорта. Жду около 25 дней пока средст неполучил

Full refund thanks

Деньги вернули в полном размере спасибо

stormminside, do I understand correctly that you have received your withdrawal?

Yes that's right

Да все верно

Awesome news, stormminside. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.