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On February 14th, I requested a withdrawal of CLP $1,324,000. To date, I have received absolutely nothing.

Since then, all they've done is repeatedly request verifications, documents, and more information, as if their goal is to indefinitely delay the process. Every time I inquire about the status of my withdrawal, they give me a different answer or change the supposed deposit date, demonstrating a complete lack of seriousness and commitment to their customers.

I've asked almost every day, and my experience with their support has been frustrating. Their online support doesn't provide real solutions, only generic answers that don't resolve the issue. It feels like they're just playing dumb while the money still hasn't arrived.

We're talking about more than 1.3 million pesos, money that belongs to me and that I requested to withdraw according to their own terms. The least one expects is transparency, adherence to deadlines, and a clear answer. However, so far I've only received evasive answers, changes of story, and zero concrete solutions.

I want to publicly denounce this situation because it's unacceptable to play with people's money. If there's a problem with the withdrawal, they should clearly explain it and resolve it, not keep asking for verifications or changing dates as if it were normal.

I demand a serious and definitive response, along with the immediate payment of the requested withdrawal. Otherwise, I will escalate this complaint through the appropriate channels and make it public so that others are warned and do not have to go through the same situation.

I sincerely hope they take responsibility and resolve this issue once and for all, because so far the experience has been completely disappointing and unreliable.

El día 14 de febrero solicité un retiro por CLP $1.324.000. Hasta la fecha no he recibido absolutamente nada.

Desde entonces lo único que han hecho es pedir una y otra vez verificaciones, documentos y más información, como si el objetivo fuera dilatar el proceso indefinidamente. Cada vez que consulto por el estado de mi retiro, me entregan una respuesta distinta o cambian la supuesta fecha de depósito, lo que demuestra una falta total de seriedad y compromiso con los usuarios.

He preguntado prácticamente todos los días, y la experiencia con su soporte ha sido frustrante. Su atención online no entrega soluciones reales, solo respuestas genéricas que no resuelven el problema. La sensación es que simplemente se hacen los desentendidos mientras el dinero sigue sin aparecer.

Estamos hablando de más de un millón trescientos mil pesos, dinero que me pertenece y que solicité retirar de acuerdo con sus propias condiciones. Lo mínimo que uno espera es transparencia, cumplimiento de los plazos y una respuesta clara. Sin embargo, hasta ahora solo he recibido evasivas, cambios de versión y cero soluciones concretas.

Quiero dejar constancia pública de esta situación porque no es aceptable que jueguen con el dinero de las personas. Si existe algún problema con el retiro, deben informarlo de manera clara y resolverlo, no seguir pidiendo verificaciones ni cambiando fechas como si fuera algo normal.

Exijo una respuesta seria y definitiva, junto con el pago inmediato del retiro solicitado. De lo contrario, procederé a escalar este reclamo por los canales correspondientes y hacerlo público para que otras personas estén advertidas y no pasen por la misma situación.

Espero sinceramente que se hagan cargo y resuelvan este problema de una vez, porque hasta ahora la experiencia ha sido totalmente decepcionante y poco confiable.

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Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your recent communication with the casino, showing your efforts to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomás,

Thank you for your reply.

Regarding your questions:

No, I haven't made any successful withdrawals before, as I'm still waiting for them to process the withdrawal I requested.

The withdrawal was requested on February 14th for CLP $1,324,000 and I am still in the same situation: they just keep me waiting over and over again, without a concrete solution.

Regarding the KYC verification, yes, I have submitted all the requested information and documents. Despite this, they continue to request additional verifications or indicate that they are "reviewing" the account.

Regarding the bonus, my deposits were real money. I deposited approximately CLP $650,000 into the platform.

I've also had several conversations with casino support, where unfortunately the experience has been very bad. In many cases, the operators respond unclearly, and frankly, you end up feeling like you're being treated like a fool because they repeat the same answers or constantly change their explanations without providing a real solution.

I can send screenshots of these conversations and emails so you can review how the communication with the casino has been.

I would greatly appreciate your help in resolving this situation, because so far all I have received are excuses and more waiting time, while my money remains unpaid.

I'll be waiting.

Greetings.

Hola Tomás,

Gracias por responder.

Respecto a tus preguntas:

No, no he realizado ningún retiro exitoso anteriormente, ya que actualmente sigo esperando que procesen el retiro que solicité.

El retiro fue solicitado el 14 de febrero por CLP $1.324.000 y hasta ahora sigo en la misma situación: solo me mantienen en espera una y otra vez, sin una solución concreta.

En cuanto a la verificación KYC, sí, he enviado toda la información y documentos que me han solicitado. A pesar de eso, siguen pidiendo verificaciones adicionales o indicando que están "revisando" la cuenta.

Respecto al bono, mis depósitos fueron dinero real. Yo deposité aproximadamente CLP $650.000 en la plataforma.

También tengo varias conversaciones con el soporte del casino, donde lamentablemente la experiencia ha sido muy mala. En muchos casos los operadores responden de forma poco clara y, sinceramente, uno termina sintiéndose tratado como si fuera un tonto, porque repiten las mismas respuestas o cambian constantemente las explicaciones sin dar una solución real.

Puedo enviar capturas de pantalla de estas conversaciones y correos para que puedan revisar cómo ha sido la comunicación con el casino.

Agradecería mucho su ayuda para resolver esta situación, porque hasta ahora lo único que he recibido son excusas y más tiempo de espera, mientras mi dinero sigue sin ser pagado.

Quedo atento.

Saludos.

Thanks for the detailed explanation.

Did the casino approve your documents since your last reply?

Is our intervention currently necessary?

Please let me know.

Dear Fgonzalez,

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.

Good afternoon,

I would like to inform you that the user has received the requested withdrawal amount in full, namely 1,324,000 CLP, on March 2 and has not contacted support since. We consider this problem resolved.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminders, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru