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I unsubscribed since they ask me for too much personal documentation. I talked to a certain Pablo and he told me that he was canceling the account and that the deposit would be returned.

But time passes and I haven't received anything, I've been to other casinos and I haven't had as many stories as with this one

Me di de baja ya que me piden demasiada documentación personal hable con un tal Pablo y me comento que daba de baja la cuenta y que el deposito sería devuelto ,

Pero pasa el tiempo y no e recibido nada , estado en otros casinos y no e tenido tantas historias como con este

Dear Javier,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please clarify why you have requested a refund? Was the refund your deposited funds, winnings, or losses? Was your account successfully verified already?

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you, Javier, for the forwarded email. Do I understand correctly that you were asked to verify the virtual card that has been used to deposit funds into your casino account? Based on what ground did you request a refund?

Dear Javier,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.