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Subject: Formal Complaint – Repeated Withdrawal Declines and Lack of Clear Explanation

I am writing to formally complain about the ongoing issues I have experienced with my withdrawal.

On 29 August 2026, my withdrawal was repeatedly declined due to KYC requirements. After multiple attempts to contact live chat support, I was eventually assisted with completing the verification process, and I was informed that everything had been successfully verified.

Following this, my withdrawal was accepted, and I was told that I needed to allow up to 72 hours for the withdrawal to be processed. I waited the full timeframe as instructed. However, after the 72 hours had passed, the funds were unexpectedly returned to my casino account and the withdrawal was once again marked as declined.

When I contacted support again, I was told that the withdrawal had supposedly been declined by my payment provider and that I simply needed to submit another withdrawal request.

This is extremely frustrating because I have not been provided with any clear or verifiable explanation as to why the withdrawal was declined, particularly after my KYC was completed and the withdrawal had already been accepted for processing.

I have now been given different explanations at different stages, and I am receiving no reliable information about what is actually happening with my funds or what is required to successfully complete the withdrawal.

I am therefore requesting that this matter be properly investigated by your finance/payment department and that I receive a clear written explanation of:

The exact reason my withdrawal was declined.

Whether the decline actually came from my payment provider, and if so, what specific reason was provided.

Why I was previously told that my KYC had been successfully completed and my withdrawal was being processed.

Why the funds were returned to my casino balance after the stated 72-hour processing period.

What specific action is required from me to ensure my withdrawal is successfully processed this time.

Confirmation that there are no further KYC or payment issues preventing me from withdrawing my funds.

I have followed the instructions provided by the support team and have already completed the verification process. I should not have to repeatedly submit withdrawals without being given a proper explanation as to why they are failing.

I look forward to receiving a proper response and resolution to this matter.

Important notice:

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Dear toukachaaaan,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do you currently have any pending withdrawal requests?
• Have you made any successful withdrawals from your account previously?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear toukachaaaan,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina