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On 27/01, I made a withdrawal from my account. Today is 05/02, and it has still not been completed. The support team is giving me confusing reasons and for the past three days keeps repeating that my withdrawal is in the final stage of processing and will be credited at any moment. The problem is that this "any moment" has lasted a full three days. I played with real money and am awaiting another withdrawal of 260 dated 30/01, which I hope doesn't meet the same fate. Up to now, I hadn't encountered problems with withdrawals. The issue is that neither the support team nor the account manager provides explanations, and no one responds to emails.

I don't have verification because my account indicates it as "not necessary."

Il 27/01 ho effettuato un prelievo dal mio account oggi siamo al 5/02 e non mi è ancora stato completato, l’assistenza mi da solo motivazioni confusionarie e da tre giorni a questa parte continua a ripetere che il mio prelievo è nella fase finale dell’elaborazione e a momenti mi salirà il prelievo,il problema è che quel "tra poco"è durato ben tre giorni,ho giocato con soldi reali e sto aspettando un altro prelievo di 260 datato 30/01 che spero non faccia la stessa fine,fino ad ora non avevo riscontrato problemi nei prelievi, il fatto è che l’assistenza è l’account manager non danno spiegazioni e nessuno risponde alle e-mail.

non ho la verifica perché nel mio account è segnalata come "non necessaria"

Dear Emmacinque7,

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, 

Veronika

As mentioned, verification is not necessary in my account and therefore cannot be performed.

withdrawal approved by the casino and I can confirm with photo and checked history and again I can document with photo.

Thanks for accepting the complaint, I will wait until the eleventh and give you updates.

thanks again and best regards

Come detto la verifica non è necessaria nel mio account e quindi non può essere eseguita.

prelievo approvato dal casinò e posso confermare con foto e cronologia controllata e anche in questo caso posso documentare con foto.

grazie per aver accettato il reclamo,attenderò fino all’undici e vi darò aggiornamenti.

grazue ancora e cordiali saluti

I have an update, both withdrawals have just been canceled, but without any justification since the withdrawal was made correctly and it is the same method used for other withdrawals always received from them... now I will wait the usual days of waiting for the transaction.

in any case they didn't give me any justification for the cancellation now I just have to wait

Ho un aggiornamento mi sono appena stati annullati entrambi i prelievi,ma senza nessuna giustificazione essendo che il prelievo è stato effettuato in maniera corretta ed essendo lo stesso metodo utilizzato per altri prelievi sempre ricevuti da loro… ora attenderò i consueti giorni di attesa per la transazione.

in ogni caso non mi hanno fatto giustificazioni per l’annullamento ora devo solo attendere

Thank you for your reply. I'm sorry to hear that both of your withdrawal requests were canceled.

Have you tried requesting the withdrawals again? What is the current status of these transactions?

Could you also specify what types of games you played? Were they slots, live casino games, or did you bet on sports?

Did you accumulate your winnings with or without a bonus?

They are completed you can close the case, thank you very much for the support!

Sono state completato puoi chiudere il caso,grazie mille per il supporto!

Dear Emmacinque7,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru