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My withdrawal is delayed.

Minha retirada está atrasada.

Dear adjail013,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your withdrawal.

To assist you in resolving this issue, could you please provide more details regarding the situation? Specifically, we would need the following:

• When did you request the withdrawal?
• Has the casino provided any explanation for the delay, such as pending verification or issues with the payment method?
• Were there any terms or conditions (such as wagering requirements or bonus-related conditions) that might have affected your withdrawal?
• Can you confirm if you have received any updates or communication from the casino since the withdrawal request?

Please forward any relevant communication, including emails or screenshots, to petronela.k@casino.guru, so we can proceed more effectively.

Your cooperation is crucial if we are to proceed with this case and work toward a resolution. Without your input, we won’t be able to move forward and resolve the issue.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear adjail013,

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.

I contacted them and they still refused my withdrawal and banned my account!

Entrei em contato e ainda recusaram minha retirada e ainda baniram minha conta!

Dear adjail013,

Thank you for your message. I noticed that my previous questions regarding your withdrawal request remain unanswered. These details are crucial for us to better understand the situation and assist you effectively.

In light of the recent development where your account has been blocked by the casino, it becomes even more important to have as much information as possible about your case. Could you please provide the following details:

• When you initially requested the withdrawal.
• Any explanations the casino provided for the delay (e.g., pending verification, payment method issues).
• Which games you’ve been playing (live casino games, slots, or sports betting)? 

Without this information, it may be challenging to proceed with a formal follow-up or resolution process.

Looking forward to your reply.

Dear adjail013,

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 we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.