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I won roulette and requested a withdrawal in which I was asked to send a bank statement and the front and back of my card. I sent that and they are claiming I haven’t sent it although I sent it numerous times. Please help as I want to withdraw it

Dear Paul.ahiaba09,

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

i spoke to the casino yesterday and they said it was verified and that there should’nt be a problem with receiving the money. I asked them again this morning and they said it’s not verified and that they never received an email from me in the first place

I deposited money which was completely fine. I won a good amount and they’ve blocked me access to withdrawal. I contacted live support and they said my card is verified and upon asking this morning they said it’s not and sent the same verification of front and back of the card and a bank statement with my 16 digit code. I did that yesterday and they stated it would be 24 hours and it’s passed. I am genuinely worried about the money as I’ve just seen reviews and it’s not looking hopefully. Fundamentally my money is what I deposited and it is wrong to keep it captive like this.

Thank you for your reply, Paul.ahiaba09. 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 Paul.ahiaba09,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.