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I win 11000$ , i withdrawl it , They said I have tonsend document to verify my account , I send my document all good , after the declined my withdrawal and the give me 500$ . No answer until this day

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Dear Caro2344,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with your withdrawal.

To better understand what happened and to assess how we can proceed, I kindly ask you to provide a few more details:

• Could you please confirm the exact date when you requested the withdrawal of the $11,000?
• What was the reason given by the casino for declining the withdrawal? If this was communicated by email or live chat, please share the exact wording.
• You mentioned that you sent documents for verification. Could you specify which documents were requested and whether you received any confirmation that your verification was completed or approved?
• Have you received any communication at all from the casino after the $500 was paid? If so, please share it.

If it’s easier, you may forward any relevant communication (emails, chat transcripts, or screenshots) directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The date of the widtjdrawal is december 17 , i send document and until this moment no answer

Hi Caro2344,

Thank you for your update. I’m sorry to hear that the situation is still unresolved.

Before we can proceed further, I’d like to kindly remind you of a few questions that are still unanswered, as they are important for us to properly assess your case:

1. What reason did the casino give for declining your withdrawal of $11,000? If this was communicated by email or live chat, please share the exact wording.
2. Which documents were you asked to submit for verification, and did you receive any confirmation that your verification was completed or approved?
3. Have you received any communication from the casino after the $500 was paid, even an automated message?

In addition, please clarify one important point regarding your winnings:

• Were the $11,000 in winnings accumulated with an active bonus, or were they obtained without any bonus attached?

Thank you in advance for your reply.

I win 11000 so i have clear my wagering bonus

Hi Caro2344,

Thank you for your reply and for confirming that the wagering requirements have been completed.

However, there are still several important questions that remain unanswered. Without these details, we are not yet able to move forward with your case. Please clarify the following:

• What reason did the casino provide for declining the withdrawal of $11,000?
• Which documents were requested during the verification process, and did you receive any confirmation that verification was completed or approved?

And one more important clarification:

• Was the bonus you used a free bonus (no deposit bonus), or was it connected to a deposit you made?

You can upload screenshots here, or forward everything to petronela.k@casino.guru if that is more convenient.

Once we have these details, we will be able to review your case more accurately and determine how to proceed.

Dear Caro2344,

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,
Petronela
Casino.Guru