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After several withdrawal attempts, the money always returns to my gaming account despite the IBAN being correct. In chat, no one resolves anything. This has already happened three times.

Apos varias tentativas de saque o dinheiro volta sempre para a conta de jogo apesar o iban estar correto.em shat nimguem resolve nada.isto ja aconteceu três vezes

Dear betec6,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Have you made any successful withdrawals from this casino before?

Could you please confirm that you passed the full KYC verification?

Have you received any explanation from the casino for why your withdrawal requests keep getting rejected? Have they received any suggestions to help you?

Have you tried using a different payment method to withdraw your winnings?

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

Veronika

After several attempts I've still never managed to make a successful withdrawal.and yes I've passed the kyc successfully.the answer is that yes everything is fine.what's certain is that they don't solve anything

Apos varias tentativas ainda nunca consegui fazer um saque bem sucedido.e sim passei no kyc com sucesso.a resposta é que sim está tudo bem.o que é certo é que nao resolvem nada

Have you tried using a different payment method to request your withdrawal?

Please forward me all the communication between you and the casino customer support regarding the issue with your withdrawal at veronika.l@casino.guru. Also, please send me the screenshot of your transaction history as well. Thank you for your cooperation.

Hello, I contacted you again on Sunday and an assistant suggested another way of withdrawing funds.

Olá.no domingo voltei a contactar e uma sssistente indicou me outra forma de saque.aguardo para ver se é bem sucedida

Have you chosen a different payment method to withdraw your funds? What is the current status of your withdrawal request?

Yes, I've chosen a new fear with an assistant's Juda. I'm still waiting.

Sim escolhi um novo medo com Juda de um assistente.continuo a aguadar

From the email you sent me, I can see that you requested a withdrawal on 24 August. Has there been any development in your withdrawal request? Has it been processed by the casino yet?

Good afternoon. So far nothing has been resolved

Boa tarde.até a data nada foi resolvido

Thank you for your reply. Please send me the screenshot of your transaction history showing your current withdrawal requests.

Good afternoon. I've already received my withdrawal. Thank you very much for your time

Boa tarde.ja recebi o saque.muito obrigado pala disponibilidade

Dear betec6,

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, 

Veronika

Casino.Guru