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First point when I asked the manager for an explanation, xc the withdrawal I had received was not like the one I had made, he was very rude in answering me, indeed he even called me and insulted me and closed the phone in my face, and I had not been for anything rude I, in the question. second I waited more than two weeks. third, several times told me deposit. Not done, and in the end made me deposit two or three times. The bonus they give you, not only do you have to reach the limit, plus, you can only withdraw three times the amount of the bonus received. And I have happened several times to win the bonus, and the combination, of winning 0 and the winnings in most games, are truly ridiculous 🤦‍♀️🤦‍♀️🤦‍♀️

Punto primo quando ho chiesto spiegazioni al manager,xc il prelievo che avevo ricevuto non era come quello che avevo effettuato,è stato molto maleducato nel rispondermi,anzi mi ha anche chiamato e insultato e chiuso il telefono in faccia,e non ero x niente stata maleducata io,nella domanda.secondo ho aspettato più di due settimane.terzo,parecchie volte mi diceva deposito. Non effettuato,e alla fine mi faceva depositare due o tre volte.il bonus che ti danno,non solo devi raggiungere il limite,in più,puoi solo prelevare tre volte L ammontare del bonus ricevuto.e mi è capitato parecchie volte di vincere il bonus,e la combinazione,di vincere 0.e le vincite nella maggior parte dei giochi,sono veramente ridicole 🤦‍♀️🤦‍♀️🤦‍♀️Brutto casino

Dear Rosa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand it correctly that you’re dissatisfied with delayed withdrawal and maximum cash out applied to promotional play?

I hope we will be able to help you to resolve this issue as soon as possible. I will be waiting for your reply patiently.

Best regards,

Petronela

Yes, I waited more than two weeks to receive the withdrawal and the manager, who had to make me understand that I had received an amount less than the amount requested, got pissed and even insulted me, both in writing and verbally. withdrawal and I really want to see when and how much it arrives

Si,ho aspettato più di due settimane x ricevere il prelievo e il manager,il quale doveva farmi capire il xc avevo ricevuto un importo inferiore a quello richiesto,si è incazzato e mi ha anche insultato,sia scrivendo che verbalmente.ora ho effettuato un prelievo e voglio proprio vedere quando e quanto arriva

Dear Rosa,

If there’s any relevant communication, please forward it to petronela.k@casino.guru. Could you please advise which payment method you have opted for and if you accumulated your winnings with or without active bonus? Looking forward to hearing from you.

I used the payment with the visa, and I used the withdrawal with the bonus, now I wait for the withdrawal, with the deposit made

Ho usato il pagamento con la visa,e ho usato il prelievo con il bonus,ora aspetto il prelievo,con il deposito effettuato

Do I understand it correctly that you first withdrawal has been received successfully? Now you’re waiting for second withdrawal of your winnings accumulated without any promotional play, is that correct? How many days ago it has been requested? 

The sampling was done on October 3

Il prelievo è stato fatto il 3 ottobre

As it is nothing unusual for withdrawals to take 14 days to be received successfully, I will set the timer for additional 7 days and if there’s no development by the end of next week, we will intervene. Let’s stay positive and wait for good news regarding your second withdrawal. Thank you in advance for your patience.

Questa email L ho appena ricevuta,mi scrivono che oggi hanno accettato la mia richiesta di prelievo e che in altri 5 gg lavorativi,riceverò i miei soldi

Dear Rosamaria, 

We are glad to inform you that we have processed your withdrawal request. 

Reference ID: 7077014 

Total Withdrawal Amount: 109.00 EUR

For your convenience, please note the withdrawal details: 

Wire Transfer 109.00 EUR

You should receive these funds, according to the following timelines: 

Wire Transfer: 5 business days 

Thank you very much, Rose, for your replies. Please understand, it’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

I will set the timer for Thursday which is 4 additional days as I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

with today we are already 15 days and the other casinos take a maximum of 5 working days, true.cmq as soon as I receive the withdrawal, I delete my account from this fake casino

con oggi siamo già a 15 gg e gli altri casinò ci mettono al max 5 gg lavorativi,veri.cmq appena ricevo il prelievo,cancello il mio account da questo casino fake

I fully understand your frustration, Rosa, but please, bear with me till Thursday. 

Dear Rosa,

Have there been any developments since our last conversation?

Yes, finally Tuesday evening they arrived, however I will delete my account from that mess, thanks for your moral support

Si,finalmente martedì sera sono arrivati,comunque cancellerò il mio account da quel casino,grazie x il suo sostegno morale

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Rosa, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru