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Hi, I have withdrawn from this casino on 04/01/2021.

After waiting over a week, I found myself depositing the withdrawal into my casino account, without receiving any explanation.

So on 13/01/2021 I requested the withdrawal, and as of 28/01 I have not received the money won, I contacted the support in live chat and they tell me to send an email to the competent department, I sent two emails in total in the last 10 days, I have never received a reply.

Could you please help me?

Salve, ho prelevato su questo casino in data 04/01/2021.

Dopo aver aspettato oltre una settimana, mi sono ritrovato riversato il prelievo nel mio account del casino, senza ricevere spiegazioni.

Quindi in data 13/01/2021 ho richiesto il prelievo, ed ad oggi 28/01 non ho ricevuto i soldi vinti, ho contattato il supporto in live chat e mi dicono di inviare un email al dipartimento competente, ho inviato due email complessivamente negli ultimi 10 giorni, non ho mai ricevuto risposta.

Per favore potete aiutarmi?

Dear Ammit91,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you’ve accumulated your winnings with or without an active bonus? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only? Which payment method you have opted for?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi, I requested a first withdrawal on January 5th but after about a week it was canceled without notice and reason, and the funds were credited back to the casino account.

So on January 13th, I made a new withdrawal which is still pending, I tried to write to the live chat which told me to send an email here: payments@casinofinancepay.com

I sent three emails, on January 13th, January 18th and January 25th ... without ever receiving a reply.

The live chat of the casino does not help me at all, it tells me that I have to send an email to the email I indicated and to wait.

I played and won without any bonuses, but with a normal deposit, my account was verified (documents etc ...)

Salve, ho richiesto un primo prelievo il giorno 5 gennaio ma dopo circa una settimana mi è stato cancellato senza avviso e motivazione, e mi hanno accreditato di nuovo i fondi sull'account del casino.

Quindi il giorno 13 gennaio, ho fatto un nuovo prelievo che è tutt'ora in pending, ho provato a scrivere alla live chat che mi ha detto di mandare un email qui: payments@casinofinancepay.com

Ho inviato tre email, il giorno 13 gennaio, il 18 gennaio e il 25 gennaio... senza mai ricevere una risposta.

La live chat del casino non mi aiuta per niente, mi dice che devo inviare un email all'email che vi ho indicato e di attendere.

Ho giocato e vinto senza alcun bonus, ma con un deposito normale, il mio account è stato verificato (documenti ecc..)

Thank you very much, Ammit91, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

The casino wrote to me, I don't know whether to thank you, I really think so ...

Anyway, they apologized for everything and asked me for the bitcoin address, I will update you on future implications

Il casino mi ha scritto, non so se ringraziare voi, credo proprio di si...

Comunque, mi hanno chiesto scusa per tutto e mi hanno richiesto l'indirizzo bitcoin, vi aggiornerò sui risvolti futuri

Hello Ammit91.

I am glad to hear that the casino is willing to pay you. We will keep the complaint open until you confirm that you received the money.

After a month I finally received the money! Thanks CasinoGuru

Dopo un mese ho ricevuto i soldi finalmente! Grazie CasinoGuru

Dear Ammit91,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.