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I have not been able to withdraw my money even I have given them all the necessary info.

It says withdraw submitted but nothing happens

Dear hannauk,

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

Dear hannauk,

Have you received your withdrawal from the casino yet?

Dear hannauk,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of hannauk. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

hannauk, I’m very sorry but you haven’t answered all of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hey,

Thank you very much for reopening the case. I really appreciate it as I am in trouble with the casino.

I still haven't received my money.

Hei,

Kiitos todella paljon, että avasitte tapauksen uudelleen. Arvostan sitä suuresti sillä olen pulassa kasinon kanssa.

En ole vieläkään saanut rahojani.

Thank you for your reply, hannauk. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Hey,

This is my first withdrawal, so I haven't made any successful withdrawals before.

Attached is a picture from which you can see that I have submitted all the required documents (Certificate of address, Credit/debit card, Identity card)

I collected my winnings with a 100% deposit bonus, i.e. I deposited my own money and also received bonus money. I have fulfilled the recycling requirement.

Hei,

Tämä on ensimmäinen nostoni eli en ole tehnyt aiemmin onnistuneita kotiutuksia.

Liitteenä on kuva josta näkee että olen toimittanut kaikki vaadittavat asiakirjat (Todistus osoitteesta, Luotto/maksukortti, Henkilöllisyystodistus)

Keräsin voittoni 100% talletusbonuksella eli talletin omaa rahaa ja sain lisäksi bonusrahaa. Olen täyttänyt kierrätysvaatimuksen.

Have you received any explanation from the casino regarding this issue? Could you 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.

Thank you very much, hannauk, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, hannauk!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team