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Dear 361714656,

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

Dear 361714656,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, I still haven't received any solution. I contacted the partners department by email, and they told me that withdrawals are working normally in my account, when in reality that's not the problem. The issue is that I'm not getting paid; my account is still processing the payments. I've made all 50,000 withdrawals because they asked me to make smaller withdrawals to facilitate payments, but they still haven't resolved the problem!

Hola, aún no he recibido solución alguna, me comuniqué por mail con la parte de partners, y me dijeron que los retiros de dinero funcionan normalmente en mi cuenta, cuando en realidad ese no es el problema, el tema es que no me pagan, en mí cuenta siguen en proceso, he realizado todos retiros de 50 mil porque me han pedido que haga retiros más pequeños para facilitar los pagos pero aún así NO me han resuelto el problema!

Good morning, today I opened the casino to check on my withdrawals and found that they've canceled withdrawals that were in process more than 15 days ago! It's outrageous what they're doing to me; they just have to pay me and that's it! Now I have to make the withdrawal again and wait all the time again—this isn't right! They're making a mockery of their customers! They won't get away with this. Support is telling me to make the withdrawals again and wait 48 hours! They've been doing this since May 4th! Nobody is resolving anything; it's a disgrace.

Since May 4th, they've been operating the same way. They tell me to cancel withdrawals and make them in smaller amounts. At first, I agreed because they were withdrawals of 700,000 pesos, but now all my withdrawals are 50,000 pesos. I can't make smaller withdrawals; do they expect me to withdraw 100 pesos at a time?! If they're a casino and can't pay, they should close down and open a kiosk.

Buenos días, en el día de hoy abrí el casino para ver cómo venía el tema de los retiros y me encontré con que cancelaron los retiros que se encontraban en proceso, hace ya más de 15 días! Es una burla lo que me están haciendo, tienen que pagarme y listo! Ahora tengo que hacer el retiro otra vez, y volver a esperar todos los plazos, no es así! De están burlando del cliente! No van a quedar impunes con toda esta situación. Por soporte me dicen que vuelva a realizar los retiros y espere 48 hs! Así me tienen desde el 4 de mayo! Nadie me soluciona nada es una vergüenza.

desde el 4 de mayo que operan de la misma forma, me dicen que cancele los retiros y los haga de montos más pequeños, primero accedí porque eran retiros de 700mil, pero ahora tengo todos retiros de 50mil, no puedo hacer retiros más chicos, que pretenden que saque de de a 100 pesos! Si son un casino y no pueden pagar, cierren y pónganse un kiosko.

Dear 361714656, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hello, I have received successful withdrawals, but it took 15 days. I have already passed KYC verification. I accumulated the winnings without bonuses or anything, just with real money. I was playing casino slots. You have over 40 pending withdrawals that you still haven't credited to my account! I am still waiting for a prompt response!

hola, Si se han realizado retiros exitosos pero luego de 15 días, ya he superado la verificación Kyc, las ganancias las acumulé sin bonos ni nada solo con saldo real, estaba jugando slots de casino, tienen más de 40 retiros pendientes aun por abonarme! Sigo a la espera de una pronta respuesta!

Dear 361714656,

Thank you for your response.

Could you please send me or attach screenshots from your casino account showing the currently pending withdrawal requests?

Please make sure the screenshots clearly show the withdrawal amounts, dates, and current statuses of the transactions.

Thank you in advance.

Karla