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They took 7200 from my account

I placed a $4,000 handicap bet at 1.80 on a World Cup qualifying basketball game... I won, the money was credited to my account, and after a couple of hours the money was there... The next day, when I was about to place other bets, they deliberately withdrew my balance with the excuse that my bet was being reviewed by the provider... (at no point did they inform me which provider it was).

Support isn't giving an answer because they say they don't have information on when this will be resolved.

The bet remains open and they haven't paid out the winnings.

ME SACARON 7200 de mi cuenta

hice una apuesta a un handicap por $4000 a 1.80 a un partido de basket clasificación al mundial... La gané, me acreditaron el dinero y luego de un par de horas el dinero estaba alli.... al otro dia del juego estaba por realizar otras apuestas y ellos me retiraron el saldo deliberadamente con la excusa de que mi apuesta esta siendo revisada por el proveedor... (en ningun momento me informaron el proovedor)

soporte no da una respuesta porque dicen que no tienen informacion de cuando se va resolver esto

la apuesta sigue abierta y ellos no liquidan las ganancias del juego

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Dear Drsaturn,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Drsaturn,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Drsaturn,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Drsaturn,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla