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I went through all the steps for account verification and submitted a withdrawal request, but my account has been stuck "under review" for ages. I’ve done everything they asked, sent multiple documents, and even got confirmation that my case was sent to the "appropriate department."

But here I am, still waiting, with no real updates. I’ve been messaging support every single day asking for news, and all I ever get are vague responses telling me to "wait." It’s exhausting, and I feel completely ignored. My money is just sitting there, and I have no idea when, or if, I’ll be able to access it.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay and a screenshot of your pending payout request? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thank you for your message.I was a bit upset about how the communication with the casino went, but everything is fine now. My account has been verified and I’ve received my funds. They also told me that the verification process is only this complicated the first time. I checked some forums and saw that many players complain about the same issue, so it seems to be a common problem with this casino. Luckily, everything worked out in the end and I got my money.

Dear lanatver777,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru