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Hello, the issue is as follows. On November 29, I requested a withdrawal, with a status from the same day as completed. As of today's date (December 8), I still have not received a transfer, which accounts for seven working days since the request. The casino's website outlines a timeframe of three working days for a bank transfer. I contacted support, and they referred me to my bank. From the bank, of course, they informed me that there is no such transfer. What can I do in this situation?

Здравейте, проблема е следният. На 29.11 имам заявено теглене, със статус от същия ден на завършено. Към днешна дата (8.12) все още нямам превод, което са 7 работни дни от заявяването. В сайта на казиното е описан срок от 3 работни дни за банков превод. Свързах се със съпорта, а от там ме препратиха да се свържа с моята банка. От банката, разбира се, ми отговориха, че такъв превод няма. Какво мога да направя в такава ситуация?

Dear blqqqblqqq, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? 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 for your reply.

Best regards, 

Kristina

Thanks Christina!

The withdrawal was requested and processed by the casino on 29.11

I contacted the casino team 2 days ago via live chat (Then it was 5 working days from the request). Communication unfortunately I cannot provide at this stage, I did not take pictures of the messages.

In the online chat they assured me that the request was processed by them on 29.11

I agree that the deadlines can vary, but 7 working days between two Bulgarian banks is too long, which makes me think that I will not receive the transfer at all.

Благодаря, Кристина!

Тегленето е заявено и обработено от казиното на 29.11

Свързах се с екипа на казиното преди 2 дни чрез чата на живо (Тогава беше 5 работен ден от заявката). Комуникация за съжаление не мога да предоставя на този етап, не направих снимки на съобщенията.

В онлайн чата ме увериха, че заявката е обработена от тяхна страна на 29.11

Съгласна съм, че сроковете могат да варират, но 7 работни дни между две български банки е прекалено дълъг период, което ме кара да мисля, че изобщо няма да получа превода.

Thank you for your reply, blqqqblqqq. Have you made any successful withdrawals before? If yes, did you use the same withdrawal method?

Hello again Christina!

Successful withdrawals have been made before, using the same payment method.

After several more connections to the casino in recent days, the winnings were successfully paid out yesterday. You can close the complaint. Thanks!

Здравейте отново, Кристина!

Правени са успешни тегления преди, със същия разплащателен метод.

След още няколко свързвания с казиното през последните дни, печалбата беше успешно изплатена вчера. Можете да затворите жалбата. Благодаря!

Dear blqqqblqqq,

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