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Hi Les Cueto, I'll tell you a little bit about my topic!

I made a normal deposit to play, went to the slots and won 50,000 pesos, which I tried to withdraw but they wouldn't release the funds. They asked for a couple of documents, which I sent exactly as requested, and then they asked for a bank statement from another bank where I had deposited, which I also sent. They stopped responding, and I've sent countless messages and emails asking them to resolve the issue and release my withdrawal, but they just keep giving me the runaround and haven't resolved anything.

Hola Les Cueto un poco de mi tema!

deposite normal para jugar me metí a los tragamonedas y saqué un premio de 50 mil pesos los cuales quise retirar y no me liberaron me pidieron un par de documentos los envié tal cual como me los pidieron y me piden un estado de cuenta de otro banco donde he depositado y se los envié dejaron de contestar les he mandado infinidad de mensajes y correos pidiéndoles me solucionen y me liberen mi retiro pero solo me dan largas y no me resuelven

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Dear Monica28,

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

Good day!

Of course, I understand. I've been following up every day, and they just keep telling me my account is still being verified, so my withdrawal is still pending. Every 24 hours, they return my withdrawal to my account balance. They haven't given me an exact reason why the account verification is taking so long, but I've been trying to withdraw since Wednesday, November 12, 2025, and my withdrawal still hasn't been released.

Buen día!

claro entiendo, le he estado dando seguimiento todos los días y solo me dicen que mi cuenta sigue en verificación por lo cual mi retiro sigue pendiente, cada 24 hrs me regresan mi retiro al saldo de mi cuenta, no me ha dado un motivo exacto por lo cual esta demorando la verificación de mi cuenta pero intenté retirar desde el miércoles 12/11/2025 y aún no se libera mi retiro

Dear Monica28,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Monica28,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila