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I made a withdrawal on the 21st December 2024 of R10000 and 2nd withdrawal on the 22nd December of R19200 which were all approved but I haven't received the money in my bank account I have since been talking to the VIP Manager who 4 days ago said he has sent the problem to the higher department and still today said he has no answer

Dear Vholi,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate 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

Yes I have made a 1 successful withdrawal before and I was verified there was no activated bonus but somehow the system only allowed me to withdraw R19200 on my second withdrawal and Around R2000 was left I has since lost the money playing but I have previously used the bonus

Thank you very much for your reply, Vholi. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

Thank you for the reply, I made witdrawals of R6000 on the 19 December 2024 within 24hours I received the money in my bank account, I used Eft method which is the same as the previous one

I got all the withdrawal money thank you

Dear Vholi,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru