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I requested a withdrawal and, suddenly, the casino no longer allows me access to my account. I keep getting an error message. When I try to recover my password, it says there is no account associated with my email, and moreover, I have no further information about the withdrawal. Please, I implore you to help me and get a casino manager on chat.

Ho richiesto un prelievo e magicamente il casino non mi fa più accedere al conto , risulta sempre un errore , se provo a recuperare la password mi dice che non c'è nessun account associato alla mia mail e inoltre non so più nulla del prelievo . Per favore vi prego di aiutarmi e chiamare in chat qualche responsabile del casinò

Dear Angelomonti90,

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. Which games did you focus on while your account was still active - slots, live casino, sports betting, etc.? Could you please advise if you passed the verification before you lost access to your account?

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

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 800 complaints.

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

I played slots and didn't use any bonuses.

Giocavo alle slot e non ho utilizzato nessun bonus .

Furthermore, yesterday via chat they told me that it is their technical problem, but I have acquaintances who log in easily, so it is not possible. Furthermore, they can't tell me anything about the withdrawal

Inoltre ieri via chat mi dissero che è un problema tecnico loro, ma ho conoscenti che accedono tranquillamente , quindi non è possibile. Inoltre del prelievo non mi sanno dire nulla

I really think they scammed me, please help me and call the casino in chat

Penso proprio che mi hanno truffato , per favore aiutatemi e chiamate in chat il casinò

UPDATE

I can access the account again, but there is no trace of my withdrawal, it is still pending.

Given that I have already passed the KYC verification complete with a positive response email, can you help me?

AGGIORNAMENTO

Riesco di nuovo ad accedere al conto , ma del mio prelievo non c'è traccia , risulta ancora in sospeso .

Premesso che ho superato già la verifica kyc con tanto di email di risposta positiva , potete aiutarmi?

I update to today the chats only respond to me with standard copied phrases, my withdrawal is still pending with the possibility of canceling it, is it possible to get help and contact this casino? Thanks in advance

Aggiorno ad oggi le chat mi rispondono solo con frasi standard copiate , il mio prelievo è ancora in sospeso con la possibilità anche di annullarlo , è possibile avere un aiuto e contattare questo casinò? Grazie in anticipo

Thank you for your reply, Angelomonti90. Have you made any successful withdrawals before? Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, 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.

Good morning, I have received the money from the withdrawal in question and I am waiting for another one, I would like to leave the case open until I receive this second withdrawal if you agree

Buongiorno ho ricevuto i soldi del prelievo in questione e ne sto aspettando un altro , vorrei lasciare aperto il caso fino a quando non ricevo questo secondo prelievo se lei è d'accordo

Of course, we will leave this complaint open. And I am happy to hear that you have received the first payment. Hopefully, the second one will be processed in no time. Please, keep me updated here in this thread.

Dear Angelomonti90,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.