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On 09 I won €1825, I requested a withdrawal on 09, and the payment was automatically made in 5 installments by them, after that I was asked for the KYC verification which was successfully completed, on August 13 I received a payment of €450 I insisted daily with the operators to ask for details about my payment, but the same answer just to wait although they confirmed to me that the maximum is 5 days, after that the same answer that there are delays, verifications and just to wait, yesterday 18.08 I received another payment of €450, but today nothing, please help me I still have €925 to receive and the operators keep saying to wait for verifications to be done, but what verification if KYC was successfully completed

În data de 09 am câștigat 1825€ , am cerut retragerea în data de 09 , iar plata a fost făcută automat în 5 tranșe de către ei , după aceea mi s-a cerut verificarea KYC care a fost efectuată cu succes , în data de 13 august am primit o plată de 450€ am insistat zilnic la operatori să cer detalii despre plata mea , dar același răspuns doar să aștept desii mi-au confirmat ca maximul este de 5 zile , după aia același răspuns ca exista întârzieri, verificări și doar să aștept , ieri 18.08 am mai primit o plată de 450€ ,dar astăzi nimic, vă rog să mă ajutați mai am de primit 925€ și operatorii tot spun să aștept să se fac verificări , dar ce verificare dacă KYC a fost finalizat cu succes

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Dear Camelia11,

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

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

Dear Camelia11,

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,

Jean