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I requested a withdrawal on the 18th May, all my ID has already been approved. It has been pending since. I have spoke to chat multiple times but kept getting the same reply that they can’t tell me a time frame and I will receive and email. I have been in contact with my VIP manager who stated it will be processed by the end of the week. I have logged in today and my withdrawal is now back on my account balance. I am not getting an explanation. I have tried contacting chat and they say they can’t get though to the team that deal with it and VIP manager isn’t replying.

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Dear Tessa9021,

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

They have come back to me saying the bank declined the payment from them. I rung the bank and they stated that I have no blocks on my account and she checked and said no one has tried to deposit money to my account. They are not replying to me.

I received this email on Thursday. I have been messaging them for updates still no response. I messaged chat again. This was chat’s response.

Dear Tessa9021,

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.

Hi I have now tried to withdraw via bank transfer on Saturday as the balance kept returning to my account. I am still not getting any response from the account manager or emails. Balance says pending again.

I have sent multiple emails since Thursday with no response.

Payment has yet again returned to my balance with no explanation after requesting bank transfer. I have now requested another bank transfer via my other bank. I have never experienced any problems before.

I just spoke to chat again and they are asking me to upload bank statements which have already been approved.

After waiting so long and them not paying out. I have now requested them to block my account. So do not need you to intervene. If my account isn’t blocked in the next few days I will contact you back. Thank you.

Dear Tessa9021, 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 Tessa9021,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru