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Good afternoon. I have several withdrawal requests on my account: one for 350 euros, another for 400 euros, and another for 500 euros.

The 350-euro withdrawal is the one that concerns me. I requested it on 01/20/2025,

and as of today, it still hasn't been verified.

I try to contact them, and they always give me the same answer, just in different words. Sometimes they tell me not to worry and that I'll receive the transfer soon, and other times they say they're overwhelmed by the number of withdrawals. I also ask if it's possible to contact the finance department for a more concrete response, and they tell me it's not possible.

The other two withdrawals were requested on 01/22/2025 and 01/27/2025.

Buenas tardes. Tengo varias solicitudes de retiro en mi cuenta uno de 350 otra de 400 y otro de 500 euros .

El retiro de 350 euros es el que me preocupa. Porque lo retiré el día 20/01/2025

Y a día de hoy aún no me lo han verificado.

Intento contactar con ellos y siempre me dan la misma respuesta pero en otras palabras. Unas veces me dicen que no me preocupe que pronto recibiré la transferencia y otras veces me dicen que están saturados por la cantidad de retiros. También les pregunto si es posible ponerme en contacto con el departamento financiero para que ellos me den una respuesta más concreta y me dicen que no es posible.

Los otros dos retiros son,uno del día 22/01/2025 y el otro del día 27/01/2025

Dear cosmame20,

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,

Kristina

Ok, thanks, I'll keep you posted. I haven't received anything yet.

Vale gracias les tendré al tanto . De momento nada no me ha llegado nada.

I'm still waiting. They haven't made any of my withdrawals and they also "make mistakes" or that's what I hope, that they are making mistakes. Look.

They tell me to cancel my withdrawal on January 22nd. Which is a lie. It's still there without verification.

I have already sent them an email with the proof but I still have not received any response.

I keep complaining in the chat and they keep sending their serial messages telling me that they promise a 3-day deadline without even verifying the delay they have or consulting with their financial department, which I don't believe even exists.

Aún sigo esperando. No me han efectuado ninguno de los retiros y también se "equivocan" o es lo que espero,que se estén equivocando. Miren

Me dicen que cancele mi retiro del día 22 de enero. Lo cual es mentira. Sigue ahí sin verificar.

Ya les he mandado correo con la prueba pero sigo sin obtener respuestas.

Sigo quejándome en el chat y siguen mandando sus mensajes de serie diciéndome que ellos prometen un plazo de 3 días sin siquiera verificar el retraso que tienen ni consultar con su departamento financiero el cual no creo que ni exista

Thank you for your reply, cosmame20. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

If there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here.

Thank you.

I have already been paid. It took 12 days. Thank you very much.

Ya me han pagado . 12 días tardaron.Muchas gracias

Dear cosmame20,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru