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A withdrawal request was made on May 10th, and the response was that the withdrawals had been delayed by the finance department, but according to the website, they were delayed for 1 to 3 days.

Se realizó una solicitud de retiro del día 10 de Mayo obteniendo como respuestas que se han retrasado los retiros por el departamento de finanzas, pero según lo indicado en la página eran de 1 a 3 días..

Dear jesusddl94,

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 understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Good morning,

This is the first withdrawal made.

The page does not have the KYC verification section active.

I didn't have any active bonuses. There were also problems activating the bonus, so I decided to cancel it.

I write to them every day to check the status, but the responses are generic and have been delayed by the finance department.

Buenos días,

Es el primer retiro realizado..

La página no tiene activa la sección de verificación KYC.

No tenía bonos activos. Ya que también hubo problemas en activar la bonificación y decidí cancelarlo.

Todos los días les escribo para verificar el estatus pero las respuestas son genéricas que han tenido demoras por el departamento de finanzas.

Thank you for your reply, jesusddl94. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Good morning, the request is still pending. I write to you every day asking about the status, always receiving generic responses.

Buenos días la solicitud aún sigue pendiente, todos los días les escribo preguntando el estatus siempre obteniendo respuestas genéricas



The withdrawal was already a successful process on May 29th.. thank you

El retiro ya fue proceso exitoso el día 29 d mayo.. gracias

Dear jesusddl94,

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,

Kristina

Casino.Guru