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I've been waiting for my withdrawals for over two weeks. They've made me cancel them countless times and then request them again for small amounts. It's appalling how dishonest they are. Is there any solution to this? I'm tired of sending emails and always getting the same response. It's outrageous. Now I ask, why is such a clandestine casino allowed to operate so freely?

Hace más de quince días que espero los retiros. Me los han echo cancelar un montón de veces para solicitarlos nuevamente con montos pequeños. Es terrible lo ladrones que son, hay alguna solución para esto? Me canse de enviar mail y siempre responden lo mismo. Es una abuso. Ahora pregunto, porque opera libremente un casino tan clandestino?

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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.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification?
• How many pending withdrawal requests are currently in your account?
• Has the casino specified why you need to request smaller payments for the withdrawal of your winnings?
• Which payment method have you selected for your withdrawals?

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

I've received very few withdrawals. I still have almost ten pending withdrawals; they keep making me cancel them and request them again for smaller amounts, telling me it will be processed faster, but that's a lie. I've already switched from a digital wallet to a bank account, but it's no use. Is there anything I can do?

Me han pagado pocos retiros. Aún tengo casi diez retiros pendientes, me hacen cancelarlos y volver a solicitarlos por montos más chicos, me dicen que así impactara ns rápido pero es mentira. Ya cambié de billetera virtual a cuenta bancaria pero no hay caso. No sé puede hacer nada?

• Before we proceed with the investigation, please forward the communication between you and the casino customer support in which you were advised to submit withdrawal requests in smaller amounts to veronika.f@casino.guru.
• Could you please specify the withdrawal amounts that the casino suggested you request?
• How long does it usually take for one of these withdrawal requests to be processed and paid?
• How many withdrawal requests are you allowed to have pending in your account at the same time?

Dear Tecni,

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