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Good day. I submitted a request to withdraw money in cryptocurrency. The address is correct, as there have already been withdrawals and it has been saved.

The status of the application is withdrawal completed and the money has been debited from the account.

5 days have passed, the money has not arrived to my account. The casino does not respond by email and chat.

The casino simply steals players' money in an absolutely brazen manner during the withdrawal process.

Добрый день. Оформил заявку на вывод денег криптовалютой. Адрес указан верный так уже были выводы и он сохранен.

Статус заявки вывод завершен и деньги со счета списаны.

Прошло 5 дней, деньги на мой счет не поступили. Казино по электронной почте и в чате не отвечает.

Казино просто абсолютно наглым образом в процессе вывода ворует деньги игроков. 

Dear djak1987, 

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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Natalia

So my withdrawal was not just approved by the casino, but completed. And a letter came with the completion of the withdrawal to the email. Only the money did not arrive to my crypto wallet. In fact, the money was simply stolen by the casino.

Так мой вывод не просто одобрен казино, а завершен. И письмо пришло с завершением вывода на электронную почту. Только деньги мне не поступили на криптокошелек. По факту деньги просто украдены казино.

Thank you for your response, djak1987. I want to highlight that we allow the casino a full two weeks to handle each payment. I will keep this complaint open, and if there is no progress by the end of that period, we will step in. Let’s remain optimistic, and I hope to receive good news about your withdrawal shortly. Thank you for your patience in advance, and please keep me updated on any further developments.

There is no news. The casino does not respond either in the chat or by mail. In telegram, questions about withdrawing money are immediately blocked. Before blocking in telegram, I managed to write in their chat and another player in this casino contacted me. His money was stolen using the same scheme. This is a scam casino.

Никаких новостей нет. Казино не отвечате ни в чате ни по почте. В телеграмме на вопросы по выводу денег сразу блокируют. До блокировки в телеграмме я успел написать у них в чате и со мной связался еще игрок в данном казино. Его деньги украли по такой же схеме. Это скам казино.

It's been 2 weeks since my money was stolen from my account.

Прошло уже 2 недели с момента воровства моих денег с аккаунта.

Dear djak1987, allow me to ask you a few questions before we proceed:

• Can you please share the screenshot of your withdrawal request?  
• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

Additionally, could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

Thank you in advance.

Best regards, 

Natalia

Successful withdrawals have already been made to the same wallet.

I did not pass the KYC check, it was not required.

I didn't use any bonuses.

Успешные выводы уже были на тот же самый кошелек.

Проверку KYC я не проходил ее не требовали.

Никакие бонусы не использовал.

Thank you very much, djak1987, for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear djak1987,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite DrakeBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://gamingcontrolanjouan.org/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana