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I have made a withdrawal on the 03/02/2024 at 15:48 and since the withdrawal was made no email or communication was made i have spoken to live chat over 7 times and always had a generic answer of we are reviewing the withdrawal and would be in touch but no one has got back to me regarding this,

Dear burakadikoy009,

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 burakadikoy009,

Have you received your withdrawal from the casino yet?

Hi , Still have not recieved the funds tried live chat but still same generic answer of it is with relevant department and nothing else

Thank you for your reply, burakadikoy009. 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?

I have not used any bonuses , I have also emailed them about any verification that i need to pass but no reply yet and this was my first withdrawal with the website

Thank you for your reply, burakadikoy009. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, 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 burakadikoy009,

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.