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Since 05/17 I have been waiting for the withdrawal of the requested amount, I already did what they asked me and verified my account, a few days ago I received a confirmation message of 1 payment of 500 (because the payment was made in several requests of 500) and after checking my account the balance was returned to the casino. I looked for help with the support but it was not enough since they do not know why the error. Then another message came back telling me another withdrawal but it was also canceled the next day

Desde el dia 17/05 llevo esperando el retiro del monto solicitado, ya hice lo que me pidieron y verifiqué mi cuenta, hace algunos días recibí un mensaje de confirmación de 1 pago de 500 (porque el pago se hizo en varias solicitudes de 500) y a los días revisando mi cuenta fue retornado el saldo al casino. Busqué ayuda con el soporte pero no fue suficiente ya que no saben porqué del error. Luego volvió a llegar otro mensaje diciéndome otro retiro pero también fue cancelado al dia siguiente

Dear Baru,

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. Could you please confirm that your account has been fully verified in the past? Have you accumulated your winnings with or without an active bonus? Have you withdrawn any funds from this casino previously?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

I am attaching images from the email where it tells me that my account was verified, as well as telling you that I never used the bonuses and I never previously withdrawn from this casino

te adjunto imágenes del correo electrónico donde me dice que me verificaron la cuenta, así como también contarte que nunca utilicé los bonos y tampoco nunca retiré anteriormente de este casino

Update, I just reviewed my payment history and I saw that the amount of 4000 were rejected, I just requested the withdrawal of that amount by the "bank Transfer" mode, now it only remains to wait for the payment to be accepted and for it to be effective. The only thing left for me is to wait ...

Actualización, acabo de revisar mi historial de pagos y vi que el monto de 4000 fueron rechazados, acabo de solicitar el retiro de ese monto por la modalidad "bank Transfer" ahora solo queda esperar que acepten el pago y que logre hacerse efectivo. Lo único que me queda es esperar…

Thank you very much, Baru, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much for your attention. The update is that all the requests have already been rejected and the new ones that I requested yesterday are in process (5000)

Muchas gracias por su atención. La actualización es que ya todas las solicitudes fueron rechazadas y queda en proceso las nuevas que solicité ayer (5000)

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I just checked my payment history and all the payments were rejected again ..:, (I don't know what else to do ...

Actualización

acabo de revisar mi historial de pagos y fueron rechazados nuevamente todos los pagos.. :,( ya no se que más hacer…

Dear Baru

Would you please try to make a withdrawal request via Astropay (astropay one touch, if it's available within the cashier), would suggest the amount not higher than 500 USD, as for the start.

Thanks and sorry for inconveniences

Kind regards

I just requested the withdrawal by Astropay, I requested the total amount (7080.00 usd) and they generated several requests for 300 usd. I will wait for the confirmation and I will be informing you super fast if the money arrives or not.

Acabo de solicitar el retiro por Astropay, solicité el monto total (7080.00 usd) me generaron varias solicitudes de 300 usd. Esperaré a la confirmación y les estaré informando súper rápido si llega o no el dinero.

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I received 900 usd to the Astropay account, the rest was rejected .. I imagine it must be some astropay limit for being a new user… I just applied for Skrill. I hope it is possible .. I will inform you if it arrived complete

Actualización

Recibí 900 usd a la cuenta de Astropay el restante fue rechazado.. imagino que debe ser algún límite de astropay por ser usuario nuevo… acabo de solicitar por Skrill. Espero sea posible.. le informo si llegó completo

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Thank you very much I think you found out about the complaint that they paid me super fast .. I recommend withdrawing it by Astropay and then changing them because if they send it to Skrill it takes away a commission for currency exchange since they deposit the equivalent in dollars in euros and skrill is listed unless. I got 150 dollars less than what I requested but hey, I'm happy to have what I have today! Thank you very much I will play more often

Actualización

muchas gracias creo que se enteraron de la queja que me pagaron súper rápido.. recomiendo retirarlo por Astropay y luego cambiarlos porque si lo mandan a Skrill les quita una comisión por cambio de moneda ya que ellos depositan en euros el equivalente en dólares y skrill cotiza a menos. A mi me llego 150 dólares menos de lo que solicité pero bueno soy feliz por tener lo que tengo hoy! Muchas gracias volveré a jugar mas seguido

Dear Baru

Once again, we do apologize for a delay with withdrawal caused by the payment provider.

Just to confirm for CasinoGuru team, did you receive ALL your winnings? Can the complaint be closed?

Wishing you luck and looking forward to seeing you among our winners!

Best regards

Yes, thank you very much!

Si, muchas gracias!

Dear Baru,

I'm glad to hear that all your winnings arrived. The complaint will be now closed as resolved. Please do not hesitate to contact us if you will come across any other trouble again, we will gladly try to help you.

Best regards,

Nick

Casino.guru