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I won 500 euros without using a bonus. I requested a withdrawal via bank transfer and it is still being processed despite the 3 days that have passed as indicated in the rules. From the chat they always tell me the same things, to wait because the withdrawal is correctly being processed. I have also made several requests via email but the situation has remained the same

Ho vinto 500 euro senza utilizzo di bonus. Ho richiesto il prelievo tramite bank transfer e risulta in lavorazione nonostante siano trascorsi i 3 giorni come indicato sul regolamento. Dalla chat mi dicono sempre le stesse cose, di aspettare perché il prelievo risulta correttamente in lavorazione. Ho fatto diversi solleciti anche tramite mail ma la situazione è rimasta la stessa

Dear solkier,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

the disputed tax is not 5000 euros as I read above but 500 euros.

l’ikporto contestato non è 5000 euro come leggo sopra ma 500 euro.

Today 28/6 my withdrawal was canceled by the financial department without explanation, I received an email of communication and that's it. I asked them for explanations and I'm waiting for a response. In the meantime I requested a new withdrawal.

ps: in chat they tell me that they don't know the reason for the cancellation

Oggi 28/6 il mio prelievo è stato cancellato dal dipartimento finanziario senza spiegazioni, mi è arrivata una mail di comunicazione e basta. Gli ho chiesto spiegazioni e sto attendendo risposta. Nel frattempo ho richiesto un nuovo prelievo.

ps: in chat mi dicono che loro non sanno il perché dell’annulalmento

Update: The department responded to my request for explanations by saying that the withdrawal was canceled due to my bank's fault. I would like to point out that on this account, I have received and regularly receive winnings from other casinos. Now I have requested the withdrawal again but this time using a debit card. Let's see

Aggiornamento: il dipartimento ha risposto alla mia richiesta di spiegazioni dicendo che il prelievo è stato annullato per colpa della mia banca. Ci tengo a precisare che su questo conto, ho ricevuto e ricevo regolarmente vincite da altri casinò. Ora ho richiesto di nuovo il prelievo ma stavolta utilizzando una carta di debito. Vediamo

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear solkier,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika