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Dear, I have had a pending withdrawal request of usd 609.25 for more than 2 weeks. Wait for the period of 5 business days that they informed me from your support. After that deadline, I contact me every day and they always repeat that they do not have an exact date to process my withdrawal and they apologize. I honestly need my money to be paid. Thank you

Estimados, hace más de 2 semanas que tengo una solicitud de retiro pendiente de usd 609,25. Espere el plazo de 5 días hábiles que me informaron desde su soporte. Ya pasado ese plazo, me contacto todos los días y siempre me repiten que no tienen una fecha exacta para procesar mi retiro y me piden disculpas. Sinceramente yo necesito que me paguen mi dinero . Gracias

Dear pablofco1,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you indicate whether this was your first attempt for a withdrawal, or you made successful withdrawals before?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru

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

Best regards,

Kristina

Good morning Kristina. Thanks for taking my case. I have already made a few previous withdrawals and have had no problems.

Buen día Kristina. Gracias por tomar mi caso. Ya he realizado unos pocos retiros anteriores y no he tenido problemas.

Pablofco1, thank you very much for your reply. Would you be so kind and indicate, when exactly have you requested your withdrawal?

Good morning: exactly the 24th of October

Buen día: exactamente el día 24 de octubre

Thank you very much Pablofco1 for your reply. I will now transfer your complaint to my colleague Viliam 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.

Thank you very much Kristina. He was waiting

Muchas gracias Kristina. Quedó a la espera

Hello Pablo,

I looked at your complaint and will do my best to help you. I would like to invite BetGold Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hi Viliam. Thank you for your intervention, we hope someone from Betgold can give an answer and a solution

Hola Viliam. Gracias por su intervención, esperemos que alguien de Betgold pueda dar una respuesta y una solución

Dear. Today I finally received the payment from betgold. Thank you very much for your intervention and help

Estimados. Hoy finalmente recibí el pago de betgold. Muchas gracias por su intervención y ayuda

Dear Pablo,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru