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Dear maryse.duval,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that your account has not been verified yet?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear maryse.duval,

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,

I'm sorry I don't understand English and can't read it in French please thank you

Bonjour,

Je suis désolée je ne comprends pas l'anglais et ne sais pas le lire en français svp merci

Thank you for your reply, maryse.duval. I am sorry, but I am not sure how we are supposed to help you under these circumstances. Could you please elaborate?

Dear maryse.duval,

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.