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They keep delaying and returned 2 amounts without notice. Can’t contact support- email returned and "mailbox full" no contact even after escalated. It’s one excuse after another.

Dear pagottogon,

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

Other than my personal profile info and my address, telephone number and email. They never asked for anything else for verification. As soon as I withdrew. I received a follow up email then a confirmation and finally a text with a password if auto deposit didn’t work. I never received any notice that 2 deposits failed, they just returned it to my balance when I had a bonus so I had no idea and it was spent, and then nothing followed. They just said it was processed on their end but my bank received nothing and no notification. I asked for reference numbers and haven’t heard anything. I wait on your help. Thank you

I have realized that they have now returned all my deposits back to my balance and the problem is that my email address is incorrect when I go to make a withdrawal so I have sent a message to support to change my email but I have not heard from them. I’m also disputing two of the withdrawals that were returned to me without noticed, and added to a bonus. I was in the middle of playing, so I did not notice and played them. I do not feel I should be penalized for that, as I have no reason to believe they were going to just return my money into my account.

Thank you for your reply, pagottogon. Do I understand correctly that you requested two withdrawals, both were canceled and returned back to your casino account and you lost these winnings? Could you please clarify how much money you currently have in your casino account?

I currently have 2000

i originally withdrew 3500 (250,500,250,500, 1000,1000) they returned 250 and 500 while I playing a bonus over 1000 so I didn’t notice. They have since returned the rest to my account. It not that original 750.

I had 2750 last night so that’s the total less the 2 small returns I played accidentally.

I do t know if I withdraw I’ll get anything because they have my email incorrect on the withdrawal application. I emailed support-no answer

This is probably why the withdrawals are not working

I’m now up to over 9,000. I’ve attempted to withdraw with my cellphone number because no matter how i enter my email the withdrawal shows it incorrectly. Could you investigate that? Thank you!

Thank you very much for your reply, pagottogon. Have you made any successful withdrawals? Could you please confirm that you passed the verification? Also, do I understand correctly that you accumulated your winnings with a bonus?

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.

Dear pagottogon,

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.

Hi no I accumulated those winnings on my own. I did make a successful withdrawal once they fixed my email.

I think the issue is solved

Dear pagottogon,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru