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It happened that I had previously withdrawn without any problem, in fact I was delighted with the way they were working until one day I first wanted to withdraw 2000 pesos and it simply remained cyclical, I clicked withdraw and then the amount I wanted to withdraw reappeared and days went by and I no longer won a single prize and well I spent them later, as is customary to play in said casino, I forgot about the incident and I deposited 1000 pesos and won 6000, I tried to withdraw them. Surprise, the same thing happened again and no matter how much I asked them for an answer to whether that was what was happening, they just replied that they were reviewing it and to this day they still have not given me an answer... It should be noted that the casino handles almost instant deposits

Paso que anteriormente había retirado sin problema de echo estaba encantado la forma en que estaban trabajando hasta que un día quise primero retirar 2000 pesos y simplemente se queda cíclico le doy retirar y después vuelve aparecer la suma que quería retirar y pasaron los días y ya no volví a ganar ni un solo premio y pues me los gaste después como ya es costumbre jugar en dicho casino olvidé el suceso y deposité 1000 pesos y gane 6000 los intenté retirar y o sorpresa otra vez paso lo mismo y por más que les pedí respuesta de que si que era lo que estaba pasando nomás me contestaban que estaban revisando y hasta la fecha siguen sin darme una respuesta.... Cabe recalcar que el casino maneja los depósitos casi instantáneos

Dear hectormbussani,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear hectormbussani, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

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

Could you please share your communication with the casino regarding the canceled 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.

Dear hectormbussani,

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.