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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're experiencing. Please allow me to ask you a few questions to better understand your situation.

• When exactly did you submit your withdrawal request? If possible, please also send a screenshot of your transaction history showing the pending withdrawal requests.
• What identity documents have you submitted to the casino for verification? Have any of them been reviewed by the relevant department?
• What types of games did you play to accumulate your winnings (e.g., slots, live casino games, or sports betting)?

Please note that you are welcome to respond in your native language if you find it difficult to communicate in English, as our website supports automatic translation.

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

Dear Azhar_ali436,

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