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Hello, a few days ago I made a withdrawal which was canceled, but the money was never returned to my account. I also can't get in touch with any operator. I want a solution or I will file a fraud complaint.

Hola hace un días hice un retiro lo cual me cancelaron pero el dinero nunca me reintegraron a mi cuenta, tampoco puedo comunicarme con ningún operador quiero una solución o empezaré una denuncia por estafa

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you completed the full KYC verification at this casino, or at least submitted any identity documents for the verification of your account?
• Have you contacted customer support to ask why your withdrawal request was cancelled? If so, what reason did they provide?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, I already submitted my documents and my KYC verification is complete, but I can't contact any operator. When I try to chat, the app crashes. My money hasn't been returned, and I don't know what's happening. This is my first withdrawal.

Hola, ya había mando mi documento y está completo mi verificación kyc, no me puedo comunicar con ningún operador cuando entro para el chat se sale de todo la app. Mi dinero no me regresaron nose que esta pasando, retiro es la primera vez lo que había

I'm still waiting for a response and a solution. This platform that promotes these scam casinos should also be reported. I can't get in touch with any operator anywhere. I want to know if this casino is still operating. Scammers are taking people's money; there are still people betting and depositing funds.

Sigo esperando respuesta y solución, deberían denunciar a esta plataforma también que promocionan estos casino estafadores. No me puedo comunicar con ningún operador en ningún lado, quiero saber si este casino sigue funcionando? Estafadores se quedan con el dinero de la gente, hay personas que siguen apostando y cargando dinero

When was the last time the casino’s customer support communicated with you, either via live chat or email? Please forward me the most recent conversations at veronika.f@casino.guru.

Could you also please send me a screenshot of your transaction history showing the cancelled withdrawal request?

Kindly include a screenshot of your gaming history as well.

Dear Yaque2121,

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.

Hello Yaque2121,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru