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I have submitted withdrawal requests multiple times since completing KYC, but they have not been processed.

I contacted chat support, and they said it would be processed within 24 hours, but in reality, it hasn't been processed at all.

KYC完了後、出金申請を何度も行っていますが処理されません。

チャットサポートに問い合わせますが、24時間以内に処理されますと案内され、実際には処理されません。

Important notice:

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If anything seems suspicious, contact us directly.

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Dear Kotata,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please clarify the exact date when you requested the withdrawal?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

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

Best regards,

Jean

I have never successfully withdrawn funds.

I submitted the application around 8:00 PM on June 7th.

However, I have tried to withdraw funds many times before, and I have submitted withdrawal requests in the past, but they have never been successful.

I have requested a withdrawal in USDT-ERC20.

出金が成功したことはありません。

6/7 20:00ごろに申請しました。

しかしこれは、何度も出金を試みたことがあるので、以前にも出金申請をしたことがありますが、成功したことはありません。

USDT-ERC20で出金申請しています。

I submitted a withdrawal request for $1900 about a week ago, but the withdrawal has not been processed.

新たに1週間ほど前に$1900の出金申請をしましたが、出金処理されません。、

Thank you very much for your reply, Kotata.

Did you achieve your current balance with the help of a bonus?

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

I received a 20% cash bonus. However, I withdrew it in multiple installments, and I was able to withdraw $800 out of the $2700 I had.

20％キャッシュボーナス？を受け取ったものです。しかし、複数回に分けて出金しており、＄2700あったうちの$800は出金できました。

Dear Kotata,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucka, (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello Kotata,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MilkyWay Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

We would like to ask the casino 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’ which may negatively affect its rating.

Dear Kotata,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Curaçao Gaming Authority (https://www.cga.cw/) and submitting a complaint to them. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S