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I did a legitimate deposit of $50 and won $1440. They are trying to say the provider is telling them they had tk wipe it. However tje same day i withdrew from their partner site and only played the same games with same providers

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Dear Kaymay,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

To better understand the situation and assist you further, could you please answer the following questions?

• What method did you use for your deposit and withdrawal?
• Has the casino mentioned any specific terms or conditions that they believe are not being met?
• Do I understand correctly that this issue occurred only once and you are still able to log into your account?

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

Best regards,

Petra

Thank you for your reply and for providing the previous details, Kaymay.

• Could you provide us with your game and withdrawal history?
• Have you made any successful withdrawals before?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

If you have received any other communication from the casino regarding the reason for the withdrawal issues, feel free to forward it to me. This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Kaymay,

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,
Petra
Casino.Guru