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I would like to clarify that a month ago, I was able to access and play on this site where I placed bets and won 600 francs that I subsequently withdrew. Suddenly, the money vanished; it wasn't in the withdrawal history nor anywhere else. I spoke with the agent who assured me it was normal and the processing was in progress. However, the following week I couldn't access the website due to restrictions in Switzerland, yet the payment was still being processed. I regularly communicated with the agent through email and WhatsApp who consistently reassured me there was no issue and that it typically takes 10 business days. In the end, according to this agent, my bank rejected the money. I somehow managed to access the website again, only to find that I could no longer access my casino account. Up to this point, the agent has been of no help whatsoever.

Yesterday, a month from my initial withdrawal request, I told the agent about being unable to log into my account, at which point they agreed to launch an investigation into the issue. They never wrote back to me. Moreover, they were unable to inform me if my funds were still in the account.

Quiero aclarar que hace un mes podía entrar y jugar en este, aposté y gane 600 francos que retire. El dinero de pronto desapareció no estaba en el historial de retiro ni en ninguna parte. Hablo con el agente y me dice que es normal que esta en proceso. Por mi bien a la semana siguiente ya no podía entrar al sitio web por restricciones de suiza. Igual el pago estaba en proceso y yo hablaba con el agente que me atendía por correo electrónico y WhatsApp y el me decía ningun problema, demora 10 días laborales. Bueno al final según el agente el dinero fue rechazado por mi banco. Yo encontré la manera de entrar al sitio web y ahora no puedo acceder a mi cuenta de casino. Hasta aquí el agente no me a ayudado en nada ni una ves.

Ayer después de un mes ya desde mi solicitud de retiro de fondo, le planteo la situación al agente que no puedo entrar a mi cuenta y el me dice que va a hacer una investigación haber que pasa. Jamás me escribió de regreso. Tampoco me sabe decir si mis fondos están en la cuenta

Dear yodecubaza,

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.

• Could you please advise if your account was fully verified in the past?
• Have you been offered any alternative payment method to withdraw your winnings?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yes, my account was verified correctly in general they wouldn't let me make a withdrawal if it wasn't that way.

I made my retirement request through my credit card with which I made the small steps that if I remember correctly were 3.

Si, mi cuenta fue verificada correctamente en general no me dejarían hacer un retiro si no fuera de esa manera.

Mi solicitud debretiro la hice a través de mi tarjeta de crédito con la cual hice los de pasitos q si mal no recuerdo fueron 3.

Everything is already fixed. Thank you very much and I hope I don't have to bother you.

Ya se arreglo todo. Muchas gracias y espero no tener que molestarlos

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, yodecubaza, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru