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Dear adrian436,

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

Dear adrian436,

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.

Hello, I have been waiting for your reply.

No, I have not received a payment.

I was hoping they had already contacted the casino?

Hallo , ich habe auf ihre Antwort gewartet.

nein ich habe keine Auszahlung erhalten.

ich habe gehofft das sie schon den Casino kontaktiert haben?

Dear adrian436,

Thank you for reaching out to us. Unfortunately, we are unable to assist with your complaint due to the fact that you had two active accounts with the same casino. It’s important to note that one of the basic rules of gambling is to create only one account per person. Additionally, players should create their accounts in their own name, using their own device and payment methods.

If you would like to learn more about the responsibilities of players using online casinos, I encourage you to review our article here:

https://casino.guru/fair-gambling-codex-for-players#tips-for-fair-and-safe-casinos

As per our policies, we are closing this complaint. I’m sorry we couldn’t be of more assistance on this occasion, and I appreciate your understanding.

Best regards,

Karla