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I have just won an amount of $900 all up.

After attempting to withdraw $700 I was left with a loading screen after clicking "withdraw" at the selected amount of $700.

around 2 mins go by and then the page refreshes itself, no confirmation of withdrawal just a refresh of the page.

upon the page refreshing my balance has reduced to $200 and there are no pending withdrawals in my transaction history.

withdrawals have always been smooth with this website but this is absolutely astonishing and I am very worried.

I have contacted support via email and all they responded with is " your last withdrawal was cancelled and it was an amount of $400".

this is true I cancelled a $400 withdrawal and won $500 after doing so. Attempted to withdraw $700 and leave $200 to play when this happens…

attached are screenshots with proof of my balance before and after withdrawal request. The withdrawal does not appear on my "transaction" history but where could this amount have gone?

I have. It taken a deposit bonus so why can the casino not explain or even look at the pictures and explain this?

Please someone assist me I am very worried.

Dear gottemlmao,

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. Do I understand correctly that you currently have $200 in your casino account? Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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

Hi Kristina,

I did not activate any bonus, this was completely my cash that I attempted to withdraw.

Thank you for your reply, gottemlmao. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear gottemlmao,

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.