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I asked for a withdrawal on March 3rd (€ 3400). I was still waiting for the money, nothing there. After a few days I will write to you. Quick answer by e-mail: "We are working on it, please wait 7-21 working days (Mon-Thu). Two weeks later I wrote again and asked what was taking so long. Another quick answer came" please for patience ". Finally 21 working days over (one month and five days). I'm writing again. Answer:" We apologize, we don't know how much longer, because of Covid 19 situation, our staff has been reduced ". In all of these Time since I've been waiting I've lost about 2000 €. I never thought that something like this would happen. How can I solve this? There is no solution to such fraud. I'm 100% sure I don't see any money.

Ich habe am3.03 nach eine Auszahlung gefragt( 3400€). Ich habe immer noch auf das Geld gewartet,nix da. Nach Tage schreibe ich dennen. Antwort schnell per E-mail:"wir arbeiten daran,bitte warten Sie 7-21 Werktage( Mon-Don). Nach noch zwei Wochen habe ich wieder geschrieben und gefragt habe,was denn so lange dauert. Wieder eine schnelle Antwort kamm" bitte um Geduld". Endlich 21 Werktage vorbei( ein Monat und fünf Tage). Ich schreibe wieder. Antwort: "Wir entschuldigen uns,wir wissen nicht wie lange noch dauert,wegen Covid 19 Situation,unsere Personal ist reduziert worden". In alle diese Zeit seit ich warte habe ich circa 2000€ verloren. Ich dachte nie,dass so was passiert wird. Wie kann ich das lösen? Gibts keine Lösung gegen so Betrug. Ich bin 100% sicher,dass ich kein Geld sehe.

Dear Marina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever made a successful withdrawal before? Could you please confirm that you passed the KYC?

Also, could you please indicate how much money is left in your account? Is €3,400 your current balance, or the balance before you lost €2,000?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you very much Marina for your emails. 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.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any additional documentation. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello Marina,

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

We would like to ask the Casino MGA to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Viliam, my status in my CasinoMGA account has been showing "withdrawal accepted" since yesterday. Nobody contacted me for sending for more documents. I wrote to the casino again yesterday. They say that I have to wait ten working days until I have the money in my account. (I didn't know that an over-whitening could take that long). They say the casino money is out. Now I just have to wait ten days and see what happens. best regards

Marina

Hallo Viliam,mein Status in meine CasinoMGA Konto zeigt mir seit gestern "Auszahlung akzeptiert". Mich hat keiner dafür kontaktiert,für weitere Dokumenten zu schicken. Ich habe gestern wieder an casino geschrieben. Die sagen,dass ich bis noch zehn Werktage abwarten muss,bis ich das Geld aufs Konto habe. ( ich wusste nicht dass eine Überweißung so lange dauern kann) . Die sagen das Geld vom Casino ist rauß. Jetzt muss ich nur noch die zehn Tage warten und gucken was passiert. Liebe Grüße

Marina

Dear Marina,

thank you for informing me. I'll set the timer for 14 days, please let me know when you'll receive your winnings.

Dear Viliam, I received the money from the casino today. Finally since 03/03/21. Many thanks for your help! Greetings from Marina

Lieber Viliam, heute habe ich das Geld vom Casino überwießen bekommen. Endlich seit 3.03.21. Vielen Dank für Ihre Hilfe! Liebe Grüße von Marina

Dear Marina,

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