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I have already attempted two withdrawals via Visa, with the money being returned to my account along with an apology that there is a problem with the payment department. They suggested I try bank transfer instead. I have attempted this method and so far, they have said nothing to me. They keep giving me the runaround and always saying the same thing. The only thing I want is to resolve the issue and have my money deposited into my account. I've been chasing them for a week now.

Ya he intentado dos retiradas mediante visa la cual me han devuelto el dinero a mi cuenta pidiéndome disculpas que es problema del departamento de pago y que lo intente mediante transferencia bancaria he intentado mediante este método y hasta ahora no me han dicho nada, no han parado de darme largas y decirme siempre lo mismo, lo único que quiero es solucionar las cosas y que me ingresen mi dinero a mi cuenta llevo una semana detrás de ellos.

Dear Sjl840518,

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?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate 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

I have not received any successful withdrawals, they have not requested any verification as of today because it tells me that no verification is required and my winnings are accumulated without an active bonus, only real money

No he recibido ningún retiro exitoso, no me han solicitado ninguna verificación a día de hoy porque me pone que no requiere verificación y mis ganancias son acumulada sin un bono activo solo dinero real

Thank you for your reply, Sjl840518. Do you currently have any pending withdrawals? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, 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 Sjl840518,

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.