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Good morning, I have a big problem. I created my account about a week ago, and after a withdrawal of 99 in Doge Coin, I continued playing. Once I won again, it became impossible for me to withdraw, and I received this message:

Your fiat withdrawal and tip authorization have been suspended. If you have any questions, please contact us. No one from support is responding to me.

I have 150 Doge pending withdrawal.

buongiorno ho un grosso problema, ho creato l'account circa una settimana fa e dopo un prelievo di 99 in doge Coin, ho continuato a giocare e una volta che ho vinto di nuovo mi e stato impossibile prelevare con questa scritta

Il tuo fiat prelievo e l'autorizzazione alla mancia sono stati sospesi. Se avete domande, per favorecontattateci. all assistenza non mi risponde nessuno

ho 150 doge in attesa di prelievo

Dear infomarcobonalumi,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if your account has been fully verified?

Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue or only related to your account?

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear infomarcobonalumi,

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.

Hello,

As I can check, you have changed the account password, and when you do that, our system will automatically lock the permissions of withdrawals for security reasons. The withdrawal permissions were automatically opened after 24 hours of the password change. Let us know if there is anything else we can assist you with?

Best Regards

Panda- BC.GAME

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.