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Hello, I have a problem withdrawing money. I didn't play with any bonus or anything else. Whenever I want to withdraw an amount, they write that the withdrawal has been accepted and then reject it.

Dobrý den, mám problém s výběrem peněz. Nehrála jsem s žádným bonusem ani nic jiného. Vždy když chci částku vybrat napíšou že výběr byl přijat a pak ho zamítnou.

Dear Buzina24,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully and withdrawn any funds in the past? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, How do I verify my account ?. The deposit went smoothly. I also set up an account for skrill, but I can't make a deposit there. I haven't withdrawn any money in the past.

Dobrý den, jak mám ověřit svůj účet?. Vklad proběhl bez problémů. Založila jsem si i účet na skrill ale nejde mi tam provézt vklad. V minulosti jsem žádné peníze nevybrala.

Have you tried to communicate this issue with the casino? I would suggest contacting them and find out which personal documents are required to verify your account and where they need to be sent. Please keep me updated.

I don't know where to write to them to communicate in Czech, I communicate in English and I don't really understand that

Nevim kam jim napsat aby komunikovali Česky,komunikuji anglicky a tomu ja moc nerozumim

Thank you very much, Buzina24, for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Buzina24.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello all,

As I can see, the player's account is verified and the player can set the cashout.

We are sorry to admit that we don't have Czech support at the moment.

Thank you for your patience.

Dear Buzina24.

Please, could you confirm the casino statement?

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.