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Hello, @gurucasino. I have been experiencing serious issues with withdrawing my money from this betting site. I have made 5 withdrawal attempts, and all 5 have been rejected. The reasons given were: 1) the system is failing, and that's why they were rejected; later I was given another excuse when the next one was canceled, 2) the withdrawal schedule is from Monday to Sunday (I made a withdrawal on Saturday, and it was canceled on Sunday). I spoke with the chat support to resolve the issue, and they keep saying they're waiting for a response from the finance department to tell me the reason for my withdrawal rejections. Honestly, it sounds sketchy. They haven't sent me any email or anything like that. I've only tried to withdraw 5000 pesos from my account, and not even that goes through; everything gets rejected. Also, the support team is very rude and doesn't seem to take customers seriously. Please, @gurucasino, help me resolve this so I can withdraw my money. This casino has been too abusive.

hola, @gurucasino he tenido serios problemas para retirar mi dinero en esta casa de apuestas, he hecho ya 5 retiros, y los 5 me los han rechazado, con la excusa de 1) que el sistema esta fallando y por eso los rechazo luego me dieron la siguiente excusa cuando me cancelaron el siguiente 2) que el horario de retiro era de lunes a domingo (hice el retiro el sábado, me lo cancelaron el domingo) hable con el chat para resolver la cuestión, llevan diciendo que están esperando la respuesta de departamento de finanzas para decirme la razón de mis rechazos de retiro, pero la verdad suena muy mal, no me han mandado ningún correo electrónico ni nada parecido, solo he intentando sacar 5000 pesos de la cuenta y ni si quiera eso, todo me lo rechazan, igual el soporte de ayuda es muy grosero y parece que no se toman enserio a los clientes, por favor @gurucasino ayúdame a resolver y poder sacar mi dinero que ya fue mucho abuso por parte de este casino.

Dear SignalsJP,

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?

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

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,

Dominika

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.

Hello @gurucasino

No, unfortunately all my withdrawals have been rejected, my account is already verified and I accumulated my earnings without any bonus, their chats do not save them, but it is always the same excuse of "I will see the finance department" and they never answer back, they always give me the runaround, I share the screenshot of all the rejected withdrawals and that my account is already verified.

hola @gurucasino

no, lamentablemente todos mis retiros han sido rechazados, mi cuenta ya esta verificada y acumule mis ganancias sin ningún bono, sus chats no los guardan, pero siempre es la misma excusa de "vere con el departamento de finanzas" y nunca contestan de regreso, siempre me dan largas y largas, comparto la captura de todos los retiros rechazados y de que mi cuenta ya esta verificada.

Dear SignalsJP, do you have any updates on the withdrawals?

Have you received any information from the casino regarding the rejection of your withdrawal requests?

No, only when I speak with chat they tell me that my account is under review, and they tell me to read point 24 of terms and conditions:

24. Our security team may need to cancel withdrawals pending the outcome of an investigation. There may be times when our security team needs to cancel withdrawals to carry out additional checks. These funds will be returned to your account pending investigation, but if we discover any irregularities during our investigation, we reserve the right to withhold funds. Responsibility for the funds rests with the account holder.

However, they do not tell me the reason for said investigation, chat is very rude and only tells me that they are waiting for the department to give them an answer, it has been 3 weeks with the same thing. What should I do, help!

no, solo cuando hablo con chat me dicen que esta en revisión mi cuenta, y me dicen que lea el punto 24 de terminos y condiciones:

24 . Es posible que nuestro equipo de seguridad se vea en la necesidad de cancelar retiros en espera del resultado de una investigación. Puede haber ocasiones en las que nuestro equipo de seguridad deba cancelar los retiros para llevar a cabo controles adicionales. Estos fondos se devolverán a su cuenta en espera de la investigación, pero si descubrimos alguna irregularidad durante nuestra investigación, nos reservamos el derecho de retener fondos. La responsabilidad de los fondos recae en el titular de la cuenta.

Sin embargo no me dicen el porque de dicha investigación, chat es muy grosero y solo me dice que estan esperando a que el departamento les de respuesta, ya van 3 semanas con lo mismo. Que debo hacer ayuda!