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Good afternoon, I applied for the withdrawal of money, on September 14, I sent all the documents, there was no reaction from the casino, they didn’t even write an answer

Добрый день, подавала на вывод денег, 14.09, отправила все документы, реакции от казино нет, даже ответ не написали

Dear SemenetsSvitlana,

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 before? Do I understand correctly that you have not received any confirmation from the casino regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Good evening, no, I didn’t submit a withdrawal earlier, and yes, I correctly sent all my documents to the post office, there was no answer. Yes, my winnings are accumulated with an active bonus

Добрый вечер, нет ранее на вывод не подавала и да, верно отправляла на почту все свои документы, ответа не было. Да, мой выигрыш накопленный с активным бонусом

Thank you for your reply, SemenetsSvitlana. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here. Thank you.

Dear SemenetsSvitlana,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.