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I requested a withdrawal on December 17th at approximately 4:00 am, today is December 20th and the withdrawal appears as only generated:

Time: 12/17/2025 04:34:22

I already contacted customer service, and all they say is, "We'll report it, you have to wait for authorization," but they're not expediting it. More than 72 business hours have passed. This is frustrating because they don't resolve anything. And their responses are just sarcastic: "Have a nice day," "Goodbye," "Okay."

Solicité un retiro el 17 de diciembre a las 4:00 am aprox, hoy es 20 de diciembre y el retiro aparece como solo generado:

Hora: 17/12/2025 04:34:22

Ya me puse en contacto a atención a clientes y solo dicen lo vamos a reportar, debes esperar a que se autorice, pero no le dan rápidez. Ya pasaron más de 72 horas hábiles. Esto es frustrante porque no resuelven nada. Y solo son irónicos con sus respuestas de feliz día, adiós, ok.

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Hello,

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 the 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 within 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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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

Dear Maya32,

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,

Tomas