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Subject: Unclear Reason for Withdrawal Cancellation

I requested a withdrawal on November 2nd, but it was suddenly canceled. The stated reason is "game provider check," but I don't recall any gameplay that would require a check.

Even after contacting support, all I get is the response "under review," with no progress or detailed explanation. This situation is making me very anxious.

I hope for a prompt response and that my legitimate withdrawal will be approved.

Posting like this communicates the facts while maintaining a calm tone.

タイトル: 出金キャンセルの理由が不明確

11月2日に出金を申請しましたが、突然キャンセルされました。理由として「ゲームプロバイダのチェック」とされていますが、特にチェックを受けるようなプレイをした覚えはありません。

サポートに問い合わせても、「チェック中」との返答ばかりで、進展が見られません。具体的な説明もなく、このままでは非常に不安です。

迅速に対応し、正当な出金を許可していただけることを期待しています。

このように投稿することで、事実を伝えつつ冷静なトーンを保った内容となります。

Dear osushi,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’ve encountered with your withdrawal request. I completely understand how frustrating it must be to deal with a canceled withdrawal and the lack of progress from the casino’s side.

• To help us investigate further, could you please provide more details about the type of games you were playing around the time of your withdrawal request? This information will assist us in understanding the situation better, especially since the casino mentioned a "game provider check."
• Please also let us know if you’ve received any additional communication from the casino since your initial contact with support. Your cooperation in this matter is crucial for us to be able to proceed with resolving your complaint. Without this information, we may not be able to make progress with the case.

If you have any further communication or documentation regarding this matter, feel free to forward it to me at petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I can't see your game history, so I'll show you your search history.

The slot games you may have played are:

Sugar Pop

Burning Reels

Hawaiian Dream Christmas

Hawaiian Dream Jackpot

Explosive Explosion 3

Hawaiian Dream

Hot Fiesta

ゲーム履歴が見れないため、検索履歴をおつたえします。

プレイした可能性のあるゲームは以下のスロットになります。

Sugar Pop

Burning Reels

Hawaiian Dream Xmas

Hawaiian Dream Jackpot

Esqueleto Explosivo 3

Hawaiian Dream

Hot Fiesta

Hi osushi,

It would also be extremely helpful if you could forward any relevant communication you’ve received from the casino to petronela.k@casino.guru. This includes generic responses, screenshots, or any other information that might help us understand your case better.