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It took 4 weeks to withdraw my money and they give me long saying that it is financial problems but it is that I am not to blame for who they have got into their casinos I want my money and I do not want longer.

Llevo 4 semanas para retirar mi dinero y me dan largas diciendo que es problemas de finanzas pero es que yo no tengo culpa de a quien tienen metido en sus casinos yo quiero mi dinero y no quiero mas largas.

Dear Adrian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever made a successful withdrawal before? Could you please confirm that you passed the KYC?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Kristina

We received this email from Adrian:

"No, I have never withdrawn money before but this is the first time and they are giving me a lot of problems because at the beginning it was because of the documentation now that I have everything correct they tell me that it is a financial problem and I do not know what to do because it is enough money and it's mine."

We received this email from Adrian:

"No, nunca retire antes dinero pero esta es la primera vez y me estan poniendo muchas pegas por que al principio era por la documentación ahora que lo tengo todo correcto me dicen que es problema de finanzas y ya no se que hacer por es bastante dinero y es mio."

Thank you very much for your email, Adrian. Could you, please, forward all the relevant communication between you and the casino to kristina.s@casino.guru?

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Dear Adrian,

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 stopped responding to his complaint. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.