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I request a withdrawal but it hasn’t dropped into my account yet, it’s two out of two that I can’t make a withdrawal.

Soliciteio saque mas não caiu na minha conta ainda, faz dois duas que nao consigo fazer um saque.

Dear Jonas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before? When exactly did you request the withdrawal, please?

Have you tried asking the casino where the problem might be? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Looking forward to hearing from you.

Best regards,

Kristina

Dear Jonas,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.