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On May 8, I made 3 withdrawals for 25,000 each and on May 9, I made a withdrawal of 40,000. My requests are still in process, today the 5-day wait is over and my money has not yet been withdrawn from my account. When talking to the chat operator Alejandro always gives the same answers. I want my money now. Why when I deposited my money it came to you right away

El día 08 de mayo realice 3 retiros por 25.000 cada uno y el día 09 de mayo realice un retiro de 40.000 mís solicitudes aún aparecen en proceso, hoy se cumplen los 5 días de espera y aún no es depitado mí dinero en mí cuenta. Al hablar con el operador del chat Alejandro siempre da las mismas respuestas. Quiero mí dinero ya. Por qué cuando yo deposite mí dinero les llegó a ustedes enseguida

Dear cintyacartes1202,

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,
Complaints Resolution Center

But why should I wait 14 days if it was only 5 days. You play with people that's why you have a bad reputation

Pero por qué debo esperar 14 días si eran solo 5 días. Ustedes juegan con las personas por eso tienen mala reputación

The system is very bad when I made my deposits to you, they arrived in seconds and why do I have to wait so long, this is completely unfair. In fact at the time of making the withdrawals you removed the total of my withdrawals from the casino account. Don't you think that if they already withdrew it, it should be in my personal account?

Muy malo el sistema cuando yo ise mis depósitos a ustedes les llegaron en segundos y por qué yo debo esperar tanto es completamente injusto esto. De hecho al momento de hacer los retiros ustedes quitaron el total de mis retiros de la cuenta de casino. No crees que si ya le lo retiraron debería estar en mí cuenta personal?

Dear cintyacartes1202,

Have you received your withdrawal from the casino yet?

Hello, I did not receive it, so I chose to cancel the withdrawals and make a new one of 130,000. Now I am waiting for that withdrawal, hopefully it will not be delayed, since I waited 13 days for the previous one and it never arrived

Hola no lo resivi así que opte por canselar los retiros y hacer uno nuevo de 130.000 ahora espero por ese retiro ojalá no se demore, ya que por el anterior espere 13 días y nunca me llegó

Thank you for your reply, cintyacartes1202. Please, keep us updated.

Good afternoon, what can I do if it asks me to verify my identity, but when I try to do it, I can't, the application simply doesn't let me upload my documents

Buenas tardes que puedo hacer si me pide verificar identidad pero al tratar de hacerlo no puedo simplemente la aplicación no me deja cargar mis documentos

Could you please describe the issue in more detail? Do you see any error messages?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear cintyacartes1202,

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.

Good morning. Everything is solved, the 7slots casino paid me without any problem.

Thanks for the help

Buenos días. Ya todo está solucionado el casino 7slots me pago sin ningún problema.

Gracias por la alluda

Dear cintyacartes1202,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru