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I have not yet received my withdrawal of 300 euros

Non ho ancora ricevuto il mio prelievo di 300 euro

Dear Frallesan,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

They ask me for absurd documents and I don't know what to do

Mi chiedono documenti assurdi e io non so come fare

Could you please be more specific?

What did the casino request from you?

Have you submitted the documents the casino is asking for?

Could you please send me the correspondence you received from the casino? Send relevant emails to my email at tomas@casino.guru

I'll await your reply.

I received my money on the astropay account... from astropay I transferred it to my smart postal passbook but I can't understand where it went

ho ricevuto i miei soldi sul conto astropay… da astropay li ho passati sul mio libretto smart postale ma non riesco a capire dove sono finiti

Dear Frallesan,

Please send me the communication you received from the casino so we may review it. Please send the information to my email at tomas@casino.guru

I have already responded to the email

Ho già risposto all’ email

Are you no longer answering?

Non rispondete piu?

Other than the screenshots of your withdrawal request, I haven't received any communication between you and the casino.

Do I understand correctly your withdrawal was processed successfully and the money reached your wallet?

the money did not reach my wallet... it happened that from astropay I transferred the money to another bank but mine does not accept transfers from other banks and therefore the transfer made by astropay was returned to them because it was rejected by my bank, but astropay tells me that the payment has been completed for them.

I contacted my bank and I have the transfer details

il denaro non ha raggiunto il mio portafoglio… è successo che da astropay ho trasferito il denaro in un altra banca ma la mia non accetta bonifici da altre banche e quindi il bonifico fatto da astropay è tornato indietro a loro perchè rifiutato dalla mia banca, ma astropay mi dice che per loro il pagamento è stato completato.

Ho contattato la mia banca e ho i dati dello storno del bonifico

I am sorry but is your transfer from Astropay to a bank account related to the casino in question?

Have you contacted the payment provider regarding any issues with the transfer?

Yes, I contacted the supplier but they keep asking me for the same documents even though I always send them the same things

Si ho contattato il fornitore ma continuano a chiedermi sempre gli stessi documenti nonostante glieli mando di coninuo sempre le stesse cose

Without any specific details, I am unable to consider this to be an issue between you and the casino. If you don't provide a detailed explanation, supported by evidence, such as email communication and screenshots, we won't be able to assist you and the complaint will be rejected.

they reply to me in English, is it a problem if I send them to you?

loro mi rispondo in inglese, è un problema se ve li mando?

For them the transfer is done and they think it's a problem with my bank, but my bank reversed the transfer because my card doesn't receive transfers from other cards and so it's bounced back to them and they should just look carefully, but they continue to say that it's done for them and that it's not their fault.

I'll send you these, if you need anything else let me know I'll send you everything as long as you help me🙏🏻

Per loro il bonifico è fatto e credono che sia un problema della mia banca, ma la mia banca ha stornato il bonifico perché la mia carta non riceve bonifici da altre carte e quindi è tornato indietro a loro e dovrebbero solo guardare bene, ma continuano a dire che per loro è fatto e che non è colpa sua.

vi mando questi, se serve altro mi fate sapere che vi mando tutto basta che mi aiutate🙏🏻

I am sorry but If you withdrew your winnings to your astropay account from your casino account, we would consider the issue resolved.

If you made a transaction from your astropay wallet to your bank account, it's an issue between astropay and your bank, and that is an issue we cannot assist you with.

Please let me know if I understood the issue or if you still believe we can mediate your issue with the casino.

But I haven't solved anything thanks to you

Ma non ho risolto un bel niente grazie a voi

You haven't done anything except useless questions

Voi non avete fatto nulla, apparte domande inutili

I am sorry if there was any misunderstanding.

I intended to find out how we may assist. If I can't determine whether I understand your request, I will ask questions.

Since you confirmed the casino paid you out successfully:

"I received my money on the astropay account... "

I will close the complaint as resolved. Please note we are a service that mediates issues between the casino and the player, not an issue between 2 payment providers. Although our intervention wasn't necessary this time, don't hesitate to contact us in the future if you have issues with any online casino.

If I misunderstood you, and you still require our assistance with this casino regarding the transaction, please don't hesitate to request the complaint to be reopened or contact me directly at tomas@casino.guru