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On December 31st, I initiated four withdrawal requests, which were not processed within the mentioned timeline of 48 hours. As a result, I canceled them and submitted new withdrawal requests. I’ve attached screenshots of my account details and the withdrawals for reference. 

When I contacted my VIP manager regarding the issue, I was advised to email the security team, which I did. They responded by asking me to complete a KYC process using a provided link. Although my account has been verified since April 2024, I complied and completed the verification process again. My verification was approved, but my withdrawals remain frozen. 

The amount involved is substantial, and this delay is causing me significant distress. I primarily play live casino games, and my deposits on the site far exceed my withdrawals. The support chat continues to redirect me to email their team, but I receive no response via email. 

Please look into this and help me with getting the withdrawals back up again.

Dear Tulip123,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Dominika

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!

It has already been resolved, you can proceed to close the complaint

Dear Tulip123,

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,

Dominika

Casino.Guru