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Hello, I can’t withdraw money for 19 days. They canceled it four time. Fifth attempt was yesterday with mastercard. I’m waiting this withdrawal very long time

Dear popiagio1,

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 from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you were in contact with casino support and what did you discuss?

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,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

1. there were no successful withdrawals. this is the first time.

2. I passed the test

3.no, I won without a bonus

4.last contacted.

Today the transaction was also canceled, the support service said that they would contact me via email, but this is not certain. Now the amount is on the game balance because if I try to withdraw, it will be canceled after three days

1.нет не была успешных выводов денег. это первый раз.

2.проверку я прошел

3.нет, я выиграл без бонуса

4.последний раз обращался.

сегодня тоже отменили транзакцию, служба поддержки сказала что свяжется со мной с помощью майла, но это не точно. Сейчас сумма находиться на игровом балансе так как если я попытаюсь вывести, его отменят после трех дней

Has the casino contacted you and suggested any particular solution to your withdrawal issue?

I'll await any news from you.

No. Haven't contacted

Нет. Не связывались

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear popiagio1,

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.

I apologize for taking so long to answer. For some reason the live chat doesn't open. Throws an error. But this doesn’t make much sense because every time the answers are the same. In short, the last time I wrote this message: Hello. I cannot withdraw money from March 23 until today. I tried 5 times but all transactions were canceled (via mastercard and bank transfer). Yesterday was the sixth attempt through a crypto wallet (usdt - TRC20). But she's still waiting. Please tell me how much longer to wait?

but the answer, as always, is the same: try again or try in a different way and after that wait three days again, and then they cancel again, and this is repeated quite a few times.

Извиняюсь что так долго отвечаю. Почему то лайв чат не открывается. Выбивает ошибку. Но в этом нет большого смысла потому что каждый раз ответы те же. Если коротко, последний раз написал такое сообщение: Здравствуйте. Не могу вывести деньги с 23 марта до сегодняшнего дня. Попробовал 5 раз но все транзакции отменили (через мастеркард и банк трансфер). Вчера была шестая попытка через крипто кошелек (usdt - TRC20). Но она пока в ожидании. Скажите пожалуйста сколько еще ждать?.

но ответ как всегда тот же: попробуйте еще раз или попробуйте другим способом и после этого снова три дня ждать, и потом снова отменяют, и повторяется это уже достаточно много раз.

I have been waiting for the transaction since March 23. I would forget about this, but the question still arises: why?

Транзакцию жду уже с 23 марта. Я бы забил на это, но все таки возникает вопрос: почему ?

Thank you very much, popiagio1, for providing the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@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.