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On the 17th of October I had a few withdrawals of $3900 $3800 $3000

As we all know that when we withdraw and the casino approves it the money is taken from your casino account and if the casino says they had trouble depositing the money into your bank account it is then return roughly 7 days later I have been through this many times and have come to know the process I have been told a few different stories 1 was that my money was already processed which it hasn't and another that the money was recalled by me but how can I recall it when it was approved and taken by them the problem is that the amounts I was trying to withdraw at the same time were the same amounts and I can see where there might be a confusion I have the relevant evidence about this

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify if you cancelled your withdrawal requests, or if they were cancelled by the casino?
• Does the casino claim that you cancelled the withdrawal requests yourself and then spent the money in gameplay? If that is the case, kindly request the casino to send you your gaming history in Excel format, starting on October 17 when you requested the recalled withdrawals, and then forward it to me at veronika.f@casino.guru. If you have any other communication with the casino that could be relevant to the investigation, kindly forward it to me as well.

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

Best regards

Veronika

Hi no I didn't cancel it because once casino approves the cashout the money disappears you can only recall if pending,a couple of weeks after I withdraw the money I asked support what was happening and why is there a delay they said that I recalled it but I explained that it was not possible once it's approved I was then told that it would be escalated to the appropriate department,I then asked my VIP manager and she told me she thought the money was paid I explained that it wasn't and I was asked to upload my complete bank statement so she called chase it up but I haven't heard from her for over a week now and I'm afraid it's running away

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding this issue at veronika.f@casino.guru. Kindly include chat transcripts, emails, screenshots, and anything else that could be relevant to our investigation.

Dear stevek25,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru