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I won $46,500 on 27/03/2024 and I was surprised by the call from them regarding the weekly withdrawal. I waited until 01/04/2024 at the beginning of the new week. A week earlier. They asked me for some questions to verify and documents. I did not ask me. There is no response or any inquiry about the subject. I sent them messages by mail and support slave, but without a result, please, I want to solve this problem, knowing that before the profit, I used to withdraw small amounts and arrived within a day, but we have won a large amount. I did not receive any dollar, and my messages were not answered except waiting and procrastination.

Dear Kaoutar,

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 Kaoutar,

Have you received your withdrawal from the casino yet?

Hi, until now, I have not received anything from the casino and there is no response from them, unfortunately 💔

Hi, I have not been answered regarding this problem in the draw. It has been more than 15 days and there is no response.

Thank you for your reply, Kaoutar. Could you please clarify when exactly you received the last successful withdrawal? Do I understand correctly that your account has been verified?

Did you accumulate your winnings with or without an active bonus?

I played with a deposit of my money not bonus and won 46,500

On April 10, I received $4,000

My account has been verified

I am still waiting for the remaining amount

Clarification of the daily withdrawal limits for this casino

4000 per day

8000 weekly

30 thousand per month

Until now, I will only receive 4000 on April 10

Do you currently have any pending withdrawals? If yes, what is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

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.

Dear Kaoutar,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.