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My reviews include all the info in detail. Basically my withdraw now says completed, I've never recieve it via bitcoin, I've invited screen shots of my emails, the withdrew that shows completed from website and my bitcoin wallet history. They"mixed up" the 1st withdraw, so I resubmitted it as I was told, also submitted another one next day, that one days processing still. Anyways i never recieved it and they aren't getting back to me I've reached out several times, aba every day with live chat, which live chat is of no hero, they just continue to tell he to email support, they tell me not to worry they'll fix it and I'll get my withdraw of$100 ,I asked why it isn't on my bitcoin wallet since it shows completed and they said that it should be there but if it's not that they will fix it. I'm wondering how they will fix it when no one from finance is even looking at it.. this place is criminal seriously please help. My user name is D***R80 thank u so much

Dear SmR80hbca,

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,
Complaints Resolution Center

Dear SmR80hbca,

Have you received your withdrawal from the casino yet?

Hello,

I'm sorry I just now seen your response. I understand the lengthy time it takes bit I think you didn't grasp this whole situation.

My original withdraw request was on August 12th, but that withdraw was reversed due 2 the casino making that mistake. So then I get an email which I attached to your about a month later of that original withdraw request apologizing for the"Mix Up" that was made by the casino, then asking new to please resubmit the withdraw once again, mind you this is past a month since my original request when I was asked to resubmit it. So again I resubmitted the withdraw to them and it the attached email it clearly stated for me to resubmit withdraw so that way my "withdraw WILL BE SENT TO BE by end next of week". I resubmitted it same day I received that message to guarantee is reforge it by end of the following week. Well that was now 3 weeks ago. But most concerning is that, as my attached picture clearly shows, is that my withdraw shows it is "COMPLETED". As per live chat, once it shows completed then I should have it added to my Bitcoin wallet, which I do not have it on my Bitcoin wallet, I've never ever ever received any withdraw. Mind you I also requested another withdraw the following day as the one that shows completed. That one still says processing. So I feel they are taking their sweet a$$ time so they can then allow the 30 day window to pass and then they will confiscate my withdrawals because they do not allow withdrawals after 30 days or they take them away ask her their terms and conditions is what they told me so where's my withdrawals it says completed it's not completed it's not in my Bitcoin wallet and I want to know where it is and then what's going on with the second one I was supposed to have it by the end of the following week it's now the third week and mind you all this started again on August 12th was the original one but as for this one the recent one this is well beyond late I sent you all the screenshots that show this I hope we can get this resolved ASAP this is out control absolutely unacceptable &ridiculous. I need some help because I'm getting anywhere, they fail to respond and if they do it's only generic. Aside from the email I received from the so called "New Management" that they now have in this casino I've not gotten in touch with anyone with while, but even the so called "New Management", all of what they said to me was just another stall tactic I believe, because everything they said would happen clearly hasn't happened. Not to mention how on earth can they confiscate any winning that are associated with any withdrawals that are longer than a 30-day period when it's their fault that it's taking longer than 30 days to get your withdrawal I'm a verified customer I've been verified no questions asked that's already been done it was done before some of the the withdrawals well before so there's no excuse for why this is not happening and it shows completed in the live chat agent does not understand why I don't have my withdrawal. Live chat said not to worry that I will receive it it's and they'll get back to me I contacted them everyday I stopped like 3 days ago contacting live chat because they're not getting me anywhere emails aren't getting me anywhere but they're guaranteeing me that I'll be receiving it so okay where is it still.. thank you so much for any helping me do with this I really appreciate it

I'm sorry I just now read the end part of your message yes my account was verified yes my withdrawal was approved yes it shows completed and yes it's surpass the 14-day March so I would really really

Appreciate any help that you may be able to provide me. I'm not sure if you need any other proof or evidence but I think everything I sent you is enough as far as that goes I think I have some screenshots from live chat as well. Live chat said once it shows completed then there shouldn't be any reason it's not in my wallet. My withdraw was already approved, if you looked at the screen shot of the email that I sent you then you'd of seen where the New Management already stated that they apologize for the Mix Up, that my withdraw will be sent to me by the end of the following week(So yes it's clearly approved there's no reason it wouldn't be approved. Management said as much in email) so they requested me to resubmit the withdraw so that way is be guaranteed to receive my withdraw by the end of following week. You'll clearly see the email message which states all the above& again my withdraw shows completed and again that is included in the pictures I sent you.. ALL THE INFO IS THERE GOT YOU TO REVIEW ALREADY I made sure to include all needed proof to you. FYI when I use caps it's not me "yelling" as so many take it, it is me being very excited and adamant about what I am saying I just wanted to clarify that because nothing I'm saying is meant to be rude or anything like that it's just me being very excited and over the top because this has gotten to be over the top thank you so much again I do appreciate your help have a lovely rest of your weekend take care I will be looking forward to hearing from you bye for now.

Thank you for your reply, SmR80hbca. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear SmR80hbca,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to close 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.