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I submitted a withdrawal request on 9/14/22 for 2500. Received 1250 on 10/7. The other 1250 was submitted as a new withdrawal request dated 10/7. When I contacted casino yesterday to inquire about sending the remaining withdrawal from 9/14 I am told the request was submitted 10/7 and they are within the time frame for approving payment. Sending payment on 10/7 was a delay in payment and now they are asking me to wait longer to get rest of payment. Disregarding the fact that withdrawal was submitted 9/14 not 10/7.

Dear cisternino131,

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 advise what is the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Pending

I deposited bitcoin using a bonus which I met the rollover requirements. Total winning was 2500 which was submitted for bitcoin withdrawal on 9/14. They paid by bitcoin 1250 on 10/7. The other 1250 they submitted as a new withdrawal request 10/7 and is pending. When asked why only half paid reply was withdrawal was approved by QE and that they are still within time frame for submitting rest of payment to me. Disregarding payment was submitted 9/14.

Thank you very much for your reply, cisternino131. Before proceeding with this complaint, 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.

Since contacting you the casino did approve withdrawal on 10/20 but uas not sent.

In this case, I would suggest that we wait for a few more days to see if the withdrawal gets processed. I will keep this complaint open, so please keep us informed about any further developments.

I'm disappointed at this response considering this withdrawal was for 2500 submitted 9/14. The casino chose to wait until 10/7 giving me only half my winnings. Resubmitted the other half as a new withdrawal on 10/7. It is now 10/29 and om still waiting for winnings from 9/14. At this point I have no doubt they will send to my bitcoin since they approved it on 10/20. Still way to long for withdrawal and they are shady to resubmit the other half 10/7 and use that as "within the time frame"

I still have not received my withdrawal.

I am not understanding why there hasn't been any further attempts on your part to assist with my withdrawal?

Thank you very much cisternino131 for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Received payout this morning. Thank you for your time.

Dear cisternino131,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan