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I've been trying to withdraw €9,000 since Monday. They denied my withdrawals on Monday, and I had to upload additional documents for KYC verification. I did, and they sent me €900, of which €450 is still being processed. This morning, all my withdrawals were denied, and I was asked for yet another document, a pay slip or bank statement. Since I don't work, I sent the bank statement, and for no reason or explanation from the casino, it was denied. Now I'm getting the same request. I've uploaded the bank statement again and am waiting, but it's assumed (since they're the exact same photos as this morning) that they'll be denied again. The site is trying not to pay me, or is trying to waste my time by making me play, or by paying me little by little. Please help, I don't know what to do.

Sto provando a prelevare 9000€ da lunedì, mi hanno rifiutato i prelievi lunedì e ho dovuto caricare ulteriori documenti per la verifica kyc, l' ho fatto mi hanno mandato 900 € tra cui 450 sono ancora in elaborazione. Stamattina mi vengono rifiutati tutti i prelievi e mi viene richiesto ancora un altro documento, cioè una busta paga o un estratto conto. Essendo che non lavoro ho inviato l'estratto conto e senza motivo e senza messa spiegazione da parte del casinò è stato rifiutato. Adesso mi viene fatta la stessa richiesta ho caricato di nuovo l estratto conto e sto aspettando ma si presuppone (essendo che sono le stesse identiche foto di stamattina) che verranno rifiutati di nuovo. Il sito sta cercando di non pagarmi oppure cerca di perdere tempo per farmi giocare o per pagarmi poco per volta, aiutatemi non so che fare

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Dear Manuel02,

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

I keep sending the same documents to do the KYC verification, they reject them and ask me for them again

Continuo inviare gli stessi documenti per fare la verifica kyc loro li rifiutano e me li richiedono

Same problem today, after a week, they continue to refuse withdrawals and delay the 14-business-day wait; they're purposely stalling. I'm constantly asked for my bank statement, and it's continually rejected without any explanation.

Oggi stesso problema dopo una settimana continuano a rifiutare i prelievi e duneue a ritardare l attesa dei 14 giorni lavorativi, stanno prendendo tempo apposta. Mi viene richiesto continuamente l'estratto conto e viene continuamente rifiutato senza nessuna spiegazione

Dear Manuel02,

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.

Dear Manuel02,

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

Dear Manuel02,

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,

Attila