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I have requested 3 withdrawals for a total of €1873, they are approved but I have not received the money, whenever I have withdrawn at this casino I have received the money instantly after the withdrawal was approved, the 3 withdrawals have been approved since that day, I am afraid that there some problem with the three withdrawals, at the time I had a problem with this same casino with some deposits that were not credited and they solved it for me but it took many days

He solicitado 3 reintegros por un total de 1873€, están aprobados pero no he recibido el dinero, siempre que he retirado en este casino he recibido el dinero al instante de aprobarse la retirada, las 3 retiradas están aprobadas desde ese día, temo que haya algún problema con las tres retiradas, en su día tuve un problema con este mismo casino con unos depósitos que no se acreditaron y me lo resolvieron pero tardaron muchos días

Dear spectrum33,

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 spectrum33,

Have you received your withdrawal from the casino yet?

Hello, I have not received my money yet, I have contacted them several times but the only thing they tell me is that they are reviewing the error and that I have to continue waiting

Hola, no he recibido aún mi dinero, he contactado varias veces con ellos pero lo único que me indican es que están revisando el error y que tengo que seguir esperando

Thank you for your reply, spectrum33. Do I understand correctly that you have made successful withdrawals before? Could you please confirm that you have passed the verification? Have you accumulated your bonus with or without an active bonus, please?

Hello, my account is correctly verified months ago and I have already made other withdrawals, they are problems during this time, all withdrawals appear in my profile as approved weeks ago but the money still does not arrive, it is also real money, I never play with bonuses

Hola, mi cuenta está correctamente verificada hace meses y ya he hecho otras retiradas son problemas durante este tiempo, todas las retiradas aparecen en mi perfil como aprobadas hace semanas pero el dinero sigue sin llegar, además es dinero real, nunca juego con bonos

Have you tried contacting the casino regarding this issue? Could you 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.

Hello Kristina.

I have sent you all the documentation and captures to the indicated email.

Thank you very much

Hola Kristina.

Te he enviado toda la documentación y capturas al correo indicado.

Muchas gracias

Thank you very much spectrum33 for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi spectrum33,

I've just reviewed your case and fully understand your concerns about the delay of your withdrawals. I will contact the casino and we'll see what can be done to help you.

Dear Videoslots Casino ES, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Could you please check if there's any specific reason for the delay?

Looking forward to hearing from you.

Best wishes,

Natalia

The casino still does not respond 25 days later, their only answers are that we have to wait or that they will send me an email when it is solved, without deadlines, without the slightest responsibility, I hope that this casino takes all the points from you blacks deserve

El casino sigue sin responder 25 días después, sus únicas respuestas son que hay que esperar o que ya me enviaran un correo electrónico cuando esté solucionado, sin plazos, sin la más mínima responsabilidad, espero que este casino se lleve por vuestra parte todos los puntos negros que se merece

Dear spectrum33, thank you for keeping us updated. The casino still has time for a reply, so let's hope for the best!

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear spectrum33, there's been no reply from the casino, so we're forced to close your complaint as unresolved. Unfortunately, we cannot come up with any possible solutions without cooperation from the casino.

I'm sorry we were not able to help you with this case, but I hope that other players will learn about your negative experience from our review. This unresolved complaint will also influence the casino's rating.

The casino can request to reopen the complaint at any time.

Regards,

Natalia