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Hello, I'm asking for help. I want to withdraw funds from my account on this platform. Unfortunately, the casino doesn't process withdrawals without any notification. I'm even canceling the transaction to avoid withdrawing funds without any notification. My account is fully verified, but unfortunately, it's disgusting that the casino avoids the obligation to withdraw funds. Please help.

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Dear KKonrad88,

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 from the casino in the past?
• When have you passed verification in the casino?
• Have you accumulated your winnings with the help of a bonus?
• Have you contacted the casino support and asked them why your payouts keep getting canceled? Have you received any response? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

The basic account is fully verified. Confirmation is included in the attachment. I was never able to withdraw funds that were available to everyone. Nothing is being done about it; the funds I had previously transferred remained unprocessed until they were processed. The casino refuses to respond. They violated their own terms and conditions, which specify the time within which the payment must be processed.

Section 2 of Regulations 8.13 states that withdrawals up to €499 are processed within 12 hours. My request was submitted over 24 hours ago and nothing. All previous casinos canceled my withdrawals after some time without giving a reason.

Dear KKonrad88

Can you please specify the disputed transaction ID?

Since we do not see any active/pending withdrawal requests.

Regards

Thanks to both parties for your reply.

Dear KKonrad88,

• Has the casino processed some or all of your payouts in the casino?
• Please let me know any news regarding the status of your payouts and whether our intervention is necessary.

Thanks in advance for your cooperation.

Dear KKonrad88,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru