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My problem is that I received a $700 bonus with a rollover requirement that has already been met. A deposit was made to release the winnings as real money. Once that was done, I contacted support to validate my account. After my account was validated, I contacted the casino again to ask if they required any further documentation. Their response was no, that I could withdraw my winnings, and that I had no restrictions on using my balance. That same day, I tried to access my balance, but it remained pending. I contacted them the next day, and they told me my account was undergoing a process and that I should wait 5 business days, and not to worry. Those 5 days passed, and I contacted them again, and they told me it would be resolved during the day. Now, they are trying to charge me a notary, and even then, they can't guarantee they won't request any more documents. They are basing this on a point in their terms that states they can retain the balance only if there is a possible legal cause. I have I sent all the documents and deposited from my account. I sent my bank statement, electricity bill, my INE (voter ID), and I did a facial scan, and they still don't want to pay and now they're asking me to spend money on a notary.

Mi problema es me dieron un bono de $700 el cual tiene un rollover que ya see cumplió se hizo un deposito para que las ganancias se liberaran y fueran dinero real, una vez realizado ese me puse en contacto con soporte.para validar mi cuenta una vez validada mi cuenta volvi a ponerme en contacto con el casino preguntando si requerían algo mas de documentos y su respuesta fue que no, que yo podía retirar mi dinero ganado, y que no tenía ningún tipo de restricción para hacer uso de mi saldo ese mismo dia quise disponer de mi saldo y resulta que se queda en pendiente, me comunico al día siguiente y me dicen que mi cuenta entro a un proceso y que debo esperar 5 dias hábiles, y que no me preocupe pasan esos 5 dias y pongo en contacto con ellos y me dicen que en el transcurso del día ya se resolverá y ahora resulta que me están pudiendo gastar en un notario para y que apesar de eso no me garantizan me soliciten mas documentos, ellos se basan en un punto de sus términos que dice que pueden retener el saldo pero siempre y cuando exista una posible causa judicial yo he mandado todo los documentos y deposite de una cuenta mia mande mi estado de cuenta recibo de luz mi ine y realize el escaneo de rostro y aun asi no quieren pagar y ahora solicitan que gaste con un notario

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Dear Magaly1915,

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 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

Dear Magaly1915,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We're still in the same situation; the casino isn't releasing withdrawals, and now their agents, in what I find mocking, are closing the chat when you ask them questions, telling them to keep playing and see if they can get anything further. The casino has literally asked me to spend money on a notary public because apparently my ID and bank statement weren't enough, and now they're demanding that a notary public verify my identity.

Seguimos en lo mismo el casino no libera los retiros y ahora sus agentes de forma para mí burlona ya cierran el chat cuando uno les pregunta poniendo siga jugando a ver si llevan a más el casino simplemente me ha solicitado literalmente gastar en un notario público porque pareciera que no es suficiente mi identificación entregada junto con mi estado de cuenta bancaria y ahora solicita que un notario público diga que sí soy yo

Dear Magaly1915, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear Magaly1915,

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.

Regarding your questions, I haven't made a withdrawal because I haven't been allowed to. I'm verified and validated; I've sent my ID documents along with my bank statement. The money is real money, not bonus money, and it was played on slots.

Que tal conforme a sus preguntas no he realizado un retiro porque no me han dejado estoy verificada y validada he mandado mis documentos de identidad junto con mi documento del banco el dinero es ganado de dinero real y no de Bono y es dinero jugado en slots

Dear Magaly1915, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Dear Magaly1915,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru