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I won a jackpot of $1003.00, the payout of $903 Posted. This action occurred on 4/26/2024; I have not received my winnings as of 5/28/2024Please investigate what happened to my winnings,

Regards

Dear jgonzalez54,

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

Dear jgonzalez54,

Have you received your withdrawal from the casino yet?

Hello Kristina no I have not received my winnings....The casino manager responded doubling down on their claim that I did not win $1003.00.

Regards,

Jose G***

Thank you for your reply, jgonzalez54. 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?

Dear jgonzalez54,

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.

Hello Kristina, thank you for the extension.,.yes I have made a successful withdraw in the past.

I can confirm that I have passed the KYC verification and I am sure the winnings accumulated were with an active bonus.

Thank You,

Jose G***

Could you please post here a screenshot of your withdrawal history?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear jgonzalez54,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.