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I have 3 pending bank transfer withdrawals (the transfer to my card gave me an error). It tells me I have to wait 5 days for review, and the first one tells me they rejected the first one for the following reason: "Because the beneficiary's address/city/postal code was entered incorrectly or not entered at all."

When the data is completely correct, I ask them if they can scale it or tell me what the incorrect data is, and they say they can't.

As if I were answering from a bot. I'm quite worried, given that they tell me that every time this happens, I have to re-enter the withdrawal, verifying the details (which are correct), and wait another 5 days for them to review. This could become an infinite loop, and I see no solution... if they tell me the same thing again after 5 days, I don't really know how to resolve it because they won't transfer me to anyone or give me any solution, and I'm afraid this could drag on indefinitely, leaving me completely helpless.

I have re-initiated the €631.03 withdrawal that was canceled for the reason stated above. A bell appeared notifying me of the approved withdrawal. However, the transaction has disappeared from the withdrawal screen, indicating "nothing is our fault." This has increased my concern since I no longer see it reflected on the withdrawal screen. I only see it in the pop-up bell with the following message: "Electronic transfer of €631.03 to number ES48....67 completed. (Confirmed by the operator)." However, the new withdrawal attempt no longer appears on the withdrawal panel. A screenshot is attached where you can see everything.

If you can help me please, since I am clearly worried about this and I don't know how to proceed.

Tengo 3 retiradas pendientes a trasferencia bancaria (la transferencia a mi tarjeta me daba error). Me indica que tengo que esperar 5 dias para que revisen y en la primera me dicen que me han rechazo el primero por este motivo: " Por la razón de que la dirección / Ciudad / Código postal del beneficiario fue introducido incorrectamente o no fue introducido. "

Cuando los datos son totalmente correctos. Les digo que si pueden escalarlo o indicarme cual es el dato incorrecto y dicen que no pueden.

Como si me contestara un bot. estoy bastante preocupado, dado que me indican que cada vez que suceda esto tengo que volver a realizar la retirada verificando los datos (los cuales son correctos) y esperar otros 5 días para que revisen. Con lo cual esto puede convertirse en un bucle infinito y no veo solución... si pasados 5 días vuelven a decirme lo mismo no sé realmente como resolverlo porque no me pasan con nadie ni me dan ninguna solución y temo que esto se alargue en el tiempo de manera indefinida con total indefensión por mi parte.

He vuelto a hacer la retirada de 631.03 € que me han cancelado por el motivo indicado y ha salido una campanita con una notificación de retirada aprobada pero dicha operación ha desaparecido de la pantalla de retiradas "no nuestra nada" con lo cual ha aumentado mi procupación al no verla reflejada en la pantalla de retiradas. solo lo veo en el pop up de la campanita con el siguiente mensaje: "Transferencia electrónica de 631.03 EUR, al №ES48....67 completada. (Confirmada por el operador)" pero en el panel de retiradas, el nuevo intento de retirada ya no aparece. Adjunto captura donde puede apreciarse todo.

Si pueden ayudarme por favor, dado que me encuentro en una evidente situación de preocupación al respecto y no sé como proceder

Dear perfecto24,

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Kristina,

I'm updating the case. Yesterday I managed to make two withdrawals successfully and almost instantly. I still have two blocked withdrawals. I spoke with support to see if they can cancel them so I can try to make a new withdrawal. I'm currently waiting to see if they can cancel the failed withdrawals.

Hola Kristina,

hago update del caso. Ayer conseguí hacer 2 retiradas de forma exitosa y casi instantenea. Me quedan 2 retiradas bloqueadas. Hablé con soporte para ver si las pueden cancelar para intentar realizar una nueva retirada. De momento estoy a la espera para ver si me pueden cancelar las retiradas erroneas

Hello good,

I've already received all my refunds. You can close the claim. Thanks for everything.

Buenas,

ya he recibido todos mis reembolsos. Pueden cerrar la reclamación. Gracias por todo

Dear perfecto24,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru