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I win and won't let me withdraw the money, it rejects my deposit requests

Gane y no me deja retirar el dinero,me rechaza los pedidos de depósito

Dear Moira,

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. Could you please advise if your account has been fully verified? 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

I did the verification of the account and it is being evaluated for the second time, I have already been rejected a request for money. ..

Hice la verificación de la cuenta y está siendo evaluada por segunda vez ,ya me rechazaron un pedido de dinero. ..

Is there any relevant communication that you could forward to petronela.k@casino.guru? Were you given the reason why your withdrawal has been rejected?

Dear Moira,

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 rejecting 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.