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I requested a withdrawal almost 48 hours ago, but it remains in a "pending" state. I asked for an urgent review, and they told me it was done, but nothing has changed.

Ho effettuato una richiesta di prelievo quasi 48 ore fa, ma rimane in stato "in sospeso". Ho chiesto un sollecito che mi dicono sia stato fatto ma non è cambiato nulla

Dear Valrioxx,

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,

Kristina

But the withdrawal was not accepted by the casino, a first withdrawal request was rejected within 24 hours due to a problem that was later resolved. Document verification was done

Ma il prelievo non è stato accettato dal casinò, una prima richiesta di prelievo è stata rifiutata nelle 24 ore per un problema poi risolto. La verifica dei documenti è stata fatta

Thank you for your reply, Valrioxx. In your initial message, you say the withdrawal has been pending for 48 hours. Could you please clarify? Did you request another withdrawal which is currently pending?

I had my first withdrawal denied for not meeting the rollover requirements, I met the requirements and made a new withdrawal request which has not yet been processed

Un primo prelievo mi è stato negato per non aver soddisfatto i requisiti di rollover, ho soddisfatto i requisiti e ho fatto una nuova richiesta di prelievo che ancora non è stata lavorata

I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

I was sent an email asking for more documents, but now I can't contact them via chat to find out if they have arrived and if they are correct

Mi è stata inviata una mail chiedendomi altri documenti , ora però non riesco a contattarli in chat per sapere se sono arrivati e se sono corretti

Today they sent me an email saying that they have not received the documents, in reality in addition to the email I also sent the documents to the chat support and they were forwarded by them, they continue to say to wait

Oggi mi hanno inviato una mail dicendo che non hanno ricevuto i documenti, in realtà oltre alla mail ho anche mandato i documenti al supporto in chat e sono stati inoltrati da loro, continuano a dire di aspettare

All done, account validated and winnings paid

Tutto terminato, account validato e vincita pagata

Dear Valrioxx,

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, 

Kristina

Casino.Guru