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Good afternoon, I have made several deposits to this platform and in my last bets, I won and requested a withdrawal which was approved on 09/06/2024, and another on 09/11/2024. Neither of them has been deposited to my bank account. They only tell me to be patient but do not offer a solution. For this reason, I am reaching out to this page, which is the only one I have seen that has information about these cases. I have sent many messages, and the response is always the same.

Buenas tardes he realizados varios depósitos a esta plataforma y en mis últimas apuestas he ganado y solicité un retiro el cual fue aprobado el día 6/09/2024 y otro el días 11/09/2024 y ninguno de los dos ha sido ingresado a mi cuenta bancaria solo me dicen que tenga paciencia pero no me ofrecen una solución por tal motivo recurro a esta página que es la única que he visto tiene información de ayuda acerca de estos casos. He mandado muchos mensajes y la respuesta siempre es la misma.

Dear jlfcarmona77,

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

Thank you very much, jlfcarmona77, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, good afternoon, I wanted to inform you that of the two deposits, they have paid me one of 466. They tell me that I must send the account statement to corroborate that the other deposit of 500 has not been deposited, but until the end of the month I cannot have the account statement so that they can verify that they have not entered that withdrawal and I appreciate your collaboration and attention to my case, very kind.

Hola buenas tardes quería informar que de los dos depósitos me han pagado uno de 466 me dicen que debo enviar el estado de cuenta para corroborar que el otro depósito de 500 no esté depositado pero hasta finales del mes no puedo tener el estado de cuenta para que verifiquen que no me han ingresado ese retiro y agradezco su colaboración y atención a mi caso muy amables

Hello.

Dear jlfcarmona77,

My name is Romi, and I will be assisting you in solving this case. 

I am glad that you received the first part of your withdrawal. After reading the information that you have provided, I will keep this complaint opened until you will be able to send the require document to the casino.

Please inform us whenever you receive the rest of the money.

Kind regards,

Romi

Dear jlfcarmona77,

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.

Hello all.

As jlfcarmona77 did not respond to us regarding the rest of the withdrawal, we have changed the disputed amount now.

Thank you,  jlfcarmona77, for confirming that you have received the CHF466 and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru