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What should I do? I won 8567 in games, but they split the payout into two parts: one of 5000 and the other 3567. They claim the maximum amount that can be withdrawn per week is 5000. The amount of 3567 has been credited to my account, but the 5000 hasn't been received yet. They first said it would be on Monday, then Tuesday, but as of today, the remaining amount hasn't been credited. Now they're asking for a bank statement to confirm that the payout wasn't made. They still insist that they have paid the winnings, but it hasn't shown up in my account.

Šta raditi,dobitak je bio 8567 u igrama,da bi oni napravili iznos na dva puta isplaćen,jedan od 5000 a drugi 3567,jer kažu da se maksimalno može na tjedan dana izvući 5000,uplaćeno je na moj račun 3567 ali 5000 još nije,prvo su rekli ponedjeljak,pa utorak,do danas još nije uplaćeno ostatak,sad traže izvod računa iz banke da potvrdim da nije isplata bila,još uvijek tvrde da su oni isplatili dobitak ali još nema na mom racunu

Dear antestipic0309,

Thank you very much for submitting your complaint. I’m sorry to hear about the delays you’ve experienced in receiving your winnings.

To better understand the situation and assist you further, could you please provide more details regarding the following?

• Could you confirm the exact date when the casino stated the payment of €5,000 was processed?
• Did the casino provide any payment reference number or transaction details to verify the transfer?
• Could you share a screenshot or copy of the communication where the casino stated they processed the payment and requested your bank statement?
• Have you been able to confirm with your bank whether there are any pending transactions or issues with incoming transfers for the stated amount?

Please note that your cooperation and detailed information are crucial for us to proceed with this case. Without your input and the requested details, it will be challenging to mediate effectively. If possible, you may forward any relevant communication or documents to petronela.k@casino.guru for further review.

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 the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.