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Good morning, I made a withdrawal request on September 25, 2025, but I previously made a request on September 21, 2025, which I cancelled because the method I used wasn't valid. Now I contact live chat and it always tells me the same thing: my payment is late, etc. But one thing I say: when you have to deposit money immediately, they take it, but then when they have to give it to you, they always have problems.

Buongiorno, ho fatto una richiesta di prelievo il 25/9/2025, ma in precedenza ho fatto una richiesta il 21/9/2025 da me cancellata poiché il metodo che avevo usato non era buono. Ora contatto la chat live e mi dice sempre la stessa cosa che il mio pagamento è in ritardo ecc… però una cosa che dico io, quando si devono versare subito se li prendono, poi quando devono darteli hanno sempre dei problemi

Dear player,

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 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

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If anything seems suspicious, contact us directly.

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Today is the seventh business day I've been waiting. They still haven't even sent me an email to say my withdrawal has been approved. I'm not saying I want the money back in my account, but I at least want to know my withdrawal has been approved.

Oggi è il settimo giorno lavorativo che sto aspettando ancora non mi hanno neanche inviato una mail per dire che il mio prelievo è stato approvato. Non dico di aver di volere i soldi sul mio conto, ma perlomeno di sapere che il mio prelievo è stato approvato.

I've been talking to the live chat for two weeks now, they always tell me the same thing, the Department is full of requests, it doesn't exist that if you give me three to five working days, after seven days I still don't have the approval email, no money in my account, I still haven't received the approval emails

Sto parlando con la live chat da due settimane da questa parte mi dicono sempre ed esclusivamente la stessa cosa il Dip. è pieno di richieste non esiste che se mi dai dai tre ai cinque giorni lavorativi dopo sette giorni io ancora non ho l’e-mail di approvazione, no i soldi sul mio conto le e-mail di approvazione ancora non non l’ho ricevuta

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

Dear Almiro01,

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,

Dominika