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Good morning

I closed my account on 01/05/25 and they replied that it was successful and that I will be contacted again for the method of crediting the money.

but nobody called me anymore and the money is still in the account

2 months have passed

can you help me?

buongiorno

ho fatto la chiusura conto il 05 01 25 mi hanno risposto che e’ andata a buon fine e che verrò ricontattato per la modalità di accredito dei soldi.

ma nessuno mi ha più chiamato e i soldi sono ancora sul conto

sono passati 2 mesi

potete aiutarmi?

Dear luca982002,

Thank you very much for submitting your complaint.

I’m sorry to hear that you have not yet received your funds after closing your account. I understand how frustrating it must be to wait for so long without any updates. To better understand your situation and assist you effectively, could you please clarify the following details?

• Did the casino specify a timeframe for processing the withdrawal when they confirmed the account closure?
• Have you tried contacting the casino since then? If so, what response (if any) did you receive?
• Which payment method were you expecting to receive the funds through?
• Could you forward us the email confirmation from the casino regarding your account closure and any further communication about your withdrawal?

Please send any relevant emails or screenshots to petronela.k@casino.guru so we can review them. Your cooperation is crucial to moving forward with the case and ensuring we can assist you in the best possible way.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear luca982002,

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 we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.