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I applied for withdrawal on 3/2 and still have not received the money

I was told it was flagged for manual review by the automated security system but no progress has been made

Dear twzn7g694x,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

> Have you made any successful withdrawals before? 

Yes, I have made many deposits and withdrawals.

> Could you please confirm that you have passed the KYC verification?

No KYC verification , nor have we received a request for one.

> Did you accumulate your winnings with or without an active bonus?

I didn't use any bonus money, and didn't accumulate any winnings.

Thank you for your reply, twzn7g694x. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past? If possible, please post a screenshot of your withdrawal history here in this thread.

The last withdrawal I made was on 2/24 and was processed within an hour; it was made to TRX, the same payee as in the past.

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.

Dear twzn7g694x,

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.