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Hi, I need urgent help regarding my withdrawal.

Here is what happened:

I had difficulties activating my account and completing verification at first, but eventually, my account was fully verified.

I requested a withdrawal after everything was confirmed. I tried to contact support many times but received no reply.

The next day, I was asked to provide a selfie with my ID and details of my last deposit, even though I had already submitted my bank statement before.

I sent all the requested documents and confirmed with customer support that everything was fine.

Despite this, my withdrawal is still pending, and I haven’t received my funds. This is very frustrating and seems suspicious. I request immediate action to process my withdrawal.

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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 when exactly you sent the selfie with your ID and the proof of your last deposit to the casino for verification? Have these documents been checked by the relevant department?
• When exactly did you submit your withdrawal request? If possible, kindly send me a screenshot of your transaction history showing the pending withdrawal.
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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,

Veronika

Hello,

Thank you for your attention and follow-up. Unfortunately, I still haven’t received my funds. After I completed the requested steps earlier, they asked me to provide a screenshot of my last deposit, then the next day they requested a photocopy of my credit card. Thursday they confirmed that everything was verified, but afterward they told me that the weekend is not counted. Now I expect that on Monday they might ask me for something new again.

I kindly ask for your intervention to speed up the process and clarify the situation.

Best regards,

Would you like me to send you the chat screenshots along with the deposit and withdrawal screenshot?

The problem has been solved

Dear essammish00133,

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,

Veronika Fritz

Casino.Guru