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The casino is not respecting withdrawal times. They were extending the maximum withdrawal amount of €700 to three days, and now the latest withdrawals are not being processed within the 72-hour maximum they promised. I have sent them several messages and emails, but they are ignoring me. I ask for your help in this matter or that you inform the casino. Awaiting your response, sincerely, [redacted]

El casino no respeta los tiempos de retiro, alargaban hasta el tercer dia los 700 euros que se pueden retirar como maximo, y ahora los ultimos retiros no cumplen el plazo de 72 horas maximo a los que se comprometen, les he mandado diversos mensajes y mails pero hacen caso omiso , ruego me ayuden en este caso o se lo hagan saber al casino, a la espera de su contestacion, atentamente : [redacted]

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Dear manelas,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Do you have access to your account?
• Could you please clarify the exact date when you requested the withdrawal?

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,

Jean

Hello, I played casino slot games and won without a bonus. I have access to my account, but regarding withdrawals, I've already spent the remaining balance due to the withdrawal system. I only have one withdrawal of €700 that must be approved within 72 hours. Currently, I only have €700 available for withdrawal. I had it queued since the 21st, but the casino returned it to my balance on the 27th, and the withdrawal was processed again. Since then, I've been waiting again. This situation is very anxiety-inducing, as the casino seems to be using these tactics to encourage spending. I would appreciate it if you could contact them, as all my contacts are receiving the same message: "They are doing everything possible."

I'm very overwhelmed by this situation

hola, jugue a juegos de casino tragamonedas, gane sin bono, tengo acceso a mi cuenta, respecto al retiro ya que he gastado la cantidad que tenia como saldo todavia por retirar debido al sistema de retiros, solo uno de 700 euros que se ha de aprobar maximo a las 72 horas. Actualemente solo tengo 700 euros para retirar, los tenia del dia 21 en cola pero el casino me los devolvio a saldo el dia 27 volviendose a realizar el retiro, desde entonces me encuentro esperando otra vez, es una situación que crea mucha ansiedad ya que el casino ejerce estas acciones para que te lo gastes, agradeceria que contacten con ellos ya que todos mis contactos reciben el mismo mensaje: estan haciendo todo lo posible,

Estoy muy agobiado por esta situación

Thank you for clarifying.

• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• 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.
• Please upload any relevant communication here in the thread or forward it to jean.s@casino.guru.

Dear manelas,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, 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,
Jean
Casino.Guru