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Hello, on 08/08/24, I submitted my documents for verification because my withdrawal was declined previously. They mentioned that the verification process takes about 5 working days. It has already been more than 5 working days, and every time they keep telling me to wait and that they don’t know how long the verification will take. I would like you to resolve this issue because it seems like it could take a very long time. They aren't giving me any specific information.

здраствуйте , с 08.08.24 отправил документы на верафикацию потому что до этого отклонили мой вывод денег ,, говорили что проверка длится около 5 дней рабочих уже давно прошло 5 рабочих дней каждый раз говорят подождать и говорят не знают сколько будет длится их проверка,, хочу чтобы вы урегулировали этот вопрос потому что мне кажется что это может длится очень долго лни ничего конкретного не говорят,,

Dear Arm009,

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.

• Did you accumulate your winnings with or without an active bonus?
• Which documents have already been approved and which ones have not?
• Could you please share your communication with the casino regarding the verification process? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

There was no bonus, I didn't take any bonuses, I accumulated them while playing, there is no news from the documents, I sent all the documents together

Никакого бонуса не было я не брал бонусов накопил играя ,, нет новостей от документов все документы отправил вместе 

Dear casinoguru, the check was successful, I made a conclusion, you can close the complaint this time,,, if there is a problem with this casino again, I will contact you again 😌

Уважаемая casinoguru проверка прошла успешно сделал вывод можете закрыт на этот раз жалобу ,,, если опять будет проблему с этим казино обращусь еще раз к вам 😌

Dear Arm009, thank you for the information provided. Have you received the payment?

Dear Arm009,

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.

Yes, I received the payment, and I still play with them, let's see how they will behave in the future! Thanks for everything, I will be in touch with casinoguru

Да я получил оплату , и еще играю у них , посмотрим как они будут себя вести в дальнейшем ! спасибо за всё буду на связи с казиногуру

Dear Arm009,

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, 

Dominika

Casino.Guru