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Dear Krile1997,

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

hi, I would like to mention that on February 11, 2026, they paid €450, there was €3,664 left to pay, the deadline was until February 15, 2026 at 3:09 p.m., which support confirmed to me in a message in the chat, however, they did not make the payment in the amount of €3,664 within the deadline that they indicated would be paid.

Dear Krile1997,

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, the situation is like this

On February 11, 2026, they paid €450

my withdrawal request is in the total amount of €4114

, they need to pay another €3664, but they didn't pay €3664, I have evidence from online support

yes, they said that the money will be paid to me by 15.02.2026 at 15:09, because that is the 5th day for payment, I expected that they would pay, however, they did not pay within that period, even if they promised

Dear Krile1997, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Dear Carla, I have sent you everything you need to the email you gave me above, thank you in advance and all the best!

Dear Krile1997, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Dear Carla I submitted the first request for payment on 17.01.2026, after that they requested verification of the order, so I canceled the request, until I verified the order, the verification lasted from 17.01.2026 to 03.02.2026 after that I submitted a request to withdraw money in the amount of €4114 On February 11, 2026, the amount of €450 was paid after that, on February 22, another €450 was paid On February 24, the amount of €64 was paid, after which they did not make any more payments.

when i told online support what's going on with mpjim payouts i got a reply ds wait even though it's over 5 days past the payout deadline. 5 days is their maximum for payment, then the online help would tell me to cancel all those requests for payment and submit new ones, which I did on 24.02.2026 and 25.02.2026 and now I am waiting to see if they will make a further payment, they are currently obliged to pay the amount of €3150

the method of payment was always the same, to the bank account, the same bank account number always.

The payment says it is in process.

if you need anything else, feel free to contact me, I have a lot of evidence about delayed payments and everything..

you received all the information by email!

Dear Krile1997,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Lucia, lucia.s@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Krile1997,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Vox Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia