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I requested a withdrawal of $485 on 10/14.

Up until then, withdrawals were processed normally, but this time it has been about a month and the funds have not yet been credited to my account.

When I made the withdrawal request, the option for VEGA Wallet was available as a withdrawal method, so I used VEGA Wallet to make my request.

However, upon checking now, the VEGA Wallet is available as a deposit method, but it has disappeared from the withdrawal methods. (I’m not sure if this is the case only for me or if it’s the same for other users as well.)

I have inquired with support about three times, but each time they say:

"We will check with the finance department."

"We will contact you as soon as we receive a reply from the finance department." But I have received no further contact after those assurances.

I feel like the casino side has no intention to process my withdrawal, so if possible, I would like some assistance with my withdrawal issue.

Thank you in advance for your help.

＄485を10/14に出金申請しました。

それまでは普通に出金されていましたが、今回は約1か月たった今も着金しません。

私が出金申請した時はVEGAウォレットの項目が出金手段にありましたので、VEGAウォレットにて出金申請を行っています。

ただし、今確認すると入金手段にはVEGAウォレットがありますが、出金手段からVEGAウォレットが消えてしまっている状態です。（私だけなのか他のユーザーも一緒なのか不明です）

サポートに3回ほど問い合わせしましたが、

財務部門に確認します。

財務部門から返信があり次第ご連絡します。と言われて3回ともその後連絡すらありません。

出金する意志をカジノ側から感じないので、可能であれば出金のお手伝いをして頂きたく思います。

宜しくお願いします。

Dear minminzemi,

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.

• Could you please share a screenshot of your withdrawal request with the status visible?
• Could you please share a screenshot of the available withdrawal methods?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@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,

Tomas

Here is a screenshot of a withdrawal request with its status displayed:

Here is a screenshot of the available withdrawal methods:

I passed KYC a long time ago and have been able to make withdrawals many times since then.

I have used bonuses before, but this time I am withdrawing without using the bonus.

Chat conversations will be sent to your email address.

ステータスが表示されている出金リクエストのスクリーンショットはこちらです。

利用可能な引き出し方法のスクリーンショットはこちらです。

KYCは遥か昔に合格していて、その後何回も出金が出来ています。

ボーナスを使用した事はありますが、今回はボーナス未使用での出金です。

チャットのやり取りは、メールアドレスに送ります。