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Good afternoon. Since Friday, I've had pending withdrawals of €800 each, and they keep canceling them, claiming it's my payment provider. This is a lie, as I've spoken to my bank, and they don't cancel any transfers. I'm a VIP at the casino, and they don't answer; they just keep giving me the runaround. I want my money back; this is causing me anxiety.

Buenas tardes desde el viernes tengo retiros pendientes de 800 euros cada uno y me los cancelan diciendo que es mi proveedor de pagos y es mentira ya que he hablado con mi banco y ellos no cancelan ninguna transferencia soy vip en el casino y no contestan te dan largas quiero mi dinero me produce ansiedad esto

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Dear Potroo,

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

Good morning, after a week I'm still waiting for my withdrawals. Three days ago they told me to upload documents for verification, and here I am still waiting. Can someone help me? Everything is uploaded, they don't answer, they just keep giving me the runaround, the live chat doesn't help or clarify anything.

Buenos días después de una semana sigo esperando mis retiros . Me dijeron hace tres días que subiera documentos para la verificación y aquí sigo esperando . Alguien me ayuda está todo subido no contestan dan largas el chat en vivo no te ayudan ni te aclaran nada

Good morning. After 12 days, I'm still waiting for verification and my withdrawals. The chat support always tells you the same thing and doesn't offer a solution. Honestly, you get more desperate every day that passes, and you don't know what to do. Please, could you intervene in this case and help me? Thank you.

Buenos días después de 12 días sigo esperando la verificación y mis retiros en el chat siempre te dicen lo mismo y no te brindan la solución la verdad esque te desesperas cada día que pasa y uno no sabe que hacer por favor podéis intervenir en el caso y ayudarme . Gracias

Good morning, I'm still in the same situation after 15 days. On the 11th, they asked me for verification (my ID and a selfie). They processed it, but three days ago they asked me again for my debit card information. I'm tired of this situation. Please, can you intervene and help me? In the live chat, they always tell you the same thing and do nothing.

Buenos días sigo en la misma situación después de 15 días el día 11 me pidieron veificación mi DNI y selfie ya le dieron paso pero me volvieron a pedir hace tres días otra vez la información de la tarjeta de debito estoy ya cansado de esta situación por favor podéis intervenir y ayudarme ya que en el chat en directo siempre te dicen lo mismo y no hacen nada

Dear Potroo,

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.

Good afternoon, I'm still waiting for my withdrawals. My ID and selfie were verified correctly, but they've asked for my debit card again, and I'm still waiting. They've been looking into it for four days now. I need your help. Thank you.

Buenas tardes sigo esperando mis retiros me verificaron el DNI y selfie correctamente pero me han vuelto a pedir la tardeja de debito y estoy a la espera pero llevan mirándolo ya 4 días necesito vuestra intervención gracias

Can you please intervene? Thank you, it's been 17 days.

Podéis intervenir por favor gracias ya han pasado 17 días

Good morning Karla, I'm trying to send you messages but they're not reaching you. Please, I need you to intervene. I've been waiting 17 days for my withdrawals.

Buenos días Karla ,intento mandaros mensajes y no os llegan por favor necesito que intervengais llevo 17 días esperando mis retiros

Good afternoon, can someone please answer me?

Buenas tardes alguien me puede contestar por favor

Good morning, it's been almost 20 days and I'm still having the same problem with my withdrawals. There are pending withdrawals and the verification process, according to them, is complete, but they haven't updated it. Please reply, and if you can intervene, I would be very grateful.

Buenos días ya casi 20 días y sigo igual con mis retiros hay pendientes y la verificación según ellos está completa pero no me lo actualizan por favor contestarme y si podéis intervenir os lo agradecería

Dear Potroo, 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