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I have made a withdrawal and they do not do it. My account is already verified. The deposit was made through AIRTM payment method. They ask me for a screen print with the account and deposit data and they have already been sent. One of the photos is approved, the other is rejected, it is the only proof that the airtm page throws at me. I send them again and they don't even see them and they reject my withdrawal asking me for those data that I already sent them but they don't even bother to review them

He realizado un retiro y no me lo realizan . Mi cuenta ya está verificada . El depósito se realizó por medio de pago AIRTM. Me piden print de pantalla con los datos de la cuenta y depósito y ya fueron enviados . Una de las fotos la aprueban la otra la rechazan es el único comprobamte que me tira la página de airtm . Vuelvo a enviarlos y ni si quiera los ven y me rechazan el retiro pidiéndome esos datos que ya se los envié pero ni se molestan en revisarlos

Dear Marisajuarez,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Do I understand correctly, verification of the deposit method is the last obstacle to your withdrawal being processed? Is there an alternative way for you to submit the requested documents?

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

Best regards,

Tomas

The documents have already been sent and they are not verified, they are pending

Ya fueron enviados los documentos y no me los verifican me figuran pendientes

I send the following receipts and they deny them. There are my account details and the receipt that that application or payment method throws is that there is no other.

Envio los siguientes comprobantes y me los deniegan . Ahí figuran mis datos de la cuenta y el comprobante que tira esa aplicación o método de pago es eso no hay otro .

Thanks Marisajuarez, for the explanation.

Please forward any communication between you and the casino regarding the verification of the deposit to my email at tomas@casino.guru Looking forward to hearing from you.

Dear, thanks to your management, as always, I was able to withdraw my funds, thank you very much.

Estimado gracias a su gestión como siempre ,ya pude retirar mis fondos muchas gracias .

Dear Marisajuarez,

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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru