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I have been trying to withdraw the first 1500 euros that they allow me to have active at a time since day 1, every time I talk to them they tell me that it is a problem with the finance department and that I have to be patient but it has happened to me another time before and they were giving me the runaround for more than two weeks for 200 euros and now that it is a larger amount that I have to withdraw and you can only withdraw 7000 a month, I am afraid that they are not going to let me withdraw it and I would like you to help me please. I don't care if I have to wait because there is a monthly withdrawal limit, I have no problems as long as the withdrawals keep coming, what I don't want now is to lose the money. I have all the earnings data from both the provider and the website.

Llevo intentado retirar los primeros 1500 euros que me permiten tener activos a la vez desde el día 1, cada vez que hablo con ellos me dan largar de que es un problema del departamento de finanzas y que tengas paciencia pero ya me paso otra vez anterior con ellos y me estuvieron dando vueltas más de dos semanas para 200 euros y ahora que es una cantidad mayor la que tengo que retirar y solo se pueden 7000 al mes, temo que no me vayan a dejar sacarlo y me gustaría que me ayudaran por favor. A mí me da igual si me tengo que esperar por que tiene un límite de retirada mensual, no tengo problemas siempre y cuando las retiradas vayan llegando, lo que no quiero ahora es perder el dinero. Tengo todos los datos de las ganancias tanto del proveedor como de la página web

Dear Kiosii,

Thank you very much for submitting your complaint.

I’m sorry to hear about the trouble you’re having with your withdrawals. I understand your frustration, especially given your previous experience with delays.

To better assess the situation, could you please provide the following details?

• The exact date of your first withdrawal request.
• Any responses from the casino regarding the delay.
• Confirmation that your account verification (KYC) has been completed and approved.
• Screenshots of your withdrawal requests and any relevant conversations with the casino.

It’s good that you’re aware of the monthly withdrawal limit and are willing to wait, but we want to ensure that the casino is processing your payments properly and not just delaying indefinitely.

Please forward any relevant documents to petronela.k@casino.guru so we can review them. Your cooperation is crucial in helping us move forward with your case.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I already sent you the first images to the email, I also have two videos that reflect everything but it won't let me send them by email because of the size of the file, the date of my first withdrawal request was March 1, the second on March 2 and the third on March 3, which are the 3 that it lets me have active simultaneously, the casino always tells me the same thing that they have a large volume of withdrawal requests but they have already told me that other times and in the end I was left without the withdrawal but they were small amounts and it didn't matter to me, I have everything validated with respect to the casino and I already made an effective withdrawal with them of € 300 in November of last year

Ya te mandé las primera imágenes al correo, tengo también dos vídeos que se refleja todo pero no me deja mandarlos por correo por el peso del archivo, la fecha de mi primera solicitud de retiro fue el día 1 de marzo, la segunda el día 2 de marzo y la tercera el día 3 de marzo que son las 3 que me deja tener activas simultáneamente, el casino me dice lo mismo siempre que tienen un amplio volumen de demandas de retiradas pero eso ya me lo han dicho otras veces y al final me quedé sin el retiro pero eran cantidades pequeñas y me dio igual, tengo todo validado con respecto al casino y ya hize una retirada efectiva con ellos de 300€ en noviembre del año pasado

Today I spoke to the technical service again and they told me again that the process is delayed and the same thing they have been telling me for 4 days. I am sending new photos of the conversation via the email you provided me.

Hoy he vuelto a hablar con el servicio técnico y me vuelven a decir que el proceso está en demora y lo mismo que me llevan diciendo 4 días, mando fotos nuevas de la conversación por el correo que me proporcionasteis

I fully understand your frustration, Kiosii. However, I will set the timer for additional 3 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal.

Thank you in advance for your patience.

Dear Kiosii,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.