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I registered on this page before almost 1 month ago, I requested a withdrawal beforehand and they asked me to verify my photo data, etc., up to there everything is fine but at that moment due to fate and my bad luck I lost everything I I had won almost $2,500, now I won $1,100 and I want to withdraw it and it's the same thing, they won't let me withdraw but when I deposited there were no problems

Me registre en esta pagina con anterioridad hace casi 1 mes, solicite un retiro con anterioridad y me pidieron la verificación de mis datos foto etc, hasta ahi todo esta bien pero en ese momento por cosas del destino y por mi mala suerte perdi todo lo que habia ganado siendo casi 2500$ , ahora gane 1100$ y quiero retirarlos y es lo mismo no me dejan retirar pero cuando deposite no hubo problemas

Dear capijose,

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. Have you made any successful withdrawals before? Do I understand correctly that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

If I already carried out the KYC verification, I even delivered photos as the page asked me and they confirmed that my data had been verified, this bet is without any active bonus and I have not made any successful withdrawal before

Si ya realice la verificación KYC, ya incluso entregue fotos como me pidio la pagina y me confirmaron que mis datos habian sido comprobados, este apuesta es sin ningun bono activo y no realice ningun retiro exitoso con anterioridad

Thank you very much for your reply, capijose. Have you received any explanation from 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.

Dear customer,

We are sincerely sorry to read about your experience.

We have checked your account and see that you have successfully verified your account, however you didn't wait and spent all the available funds.

Your account balance is currently 0.40 PEN. Since verification was completed successfully, you can deposit & withdraw your winnings without passing KYC again.

Please let us know if we can assist you with anything else.

Best regards!

Dear capijose,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.