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I haven't received a withdrawal in 12 days. I keep getting notifications that my application is being verified. They keep saying in chat every day that they have a lot of withdrawals, which is why it's taking so long.

nie otrzymałem wypłaty środków od 12 dni. Cały czas informacja że jest weryfikacja wniosku. Na czacie informują codziennie że maja dużo wypłat dlatego tak długo to trwa.

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Hello,

Thank you for reaching out and sharing your concerns with us. I sincerely apologize for any inconvenience you are experiencing. It is not uncommon for withdrawals to take a few days or even weeks to be fully processed. This can result in a delay before the funds are reflected in your account. For this reason, we recommend that players allow a minimum of 14 days after requesting a withdrawal before raising a complaint. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you previously completed successful withdrawals?
• Can you confirm that the casino is currently working on approving your documents?

I look forward to your response.

Best regards,

Kristina

Today marks the 14th day since submitting my withdrawal request. I'm still receiving a message that the withdrawal is being processed and verified. The first message I received in the chat was that withdrawals typically take up to 3 business days. Subsequent messages only stated that they apologized for the delays but were receiving a lot of withdrawals. This is my first withdrawal.

Dzisiaj mija 14 dzień od złożenia wniosku o wyplate. Cały czas jest informacja że wypłata w trakcie przetwarzania i weryfikacji. Pierwsza informacja z czatu była że wypłata z reguły zajmuje do 3 dni robocze. Kolejne informacje były tylko że przepraszają za opóźnienia ale mają dużo wypłat. To moja pierwsza wypłata

Thank you for your reply. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Have you successfully completed the KYC verification?
• Did you accumulate the winnings with or without an active bonus?
• Could you please advise on the current status of your withdrawal request? Is it still the same?

Thank you.

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

Dear Dragonftp30,

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,

Kristina