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Hello, I've been waiting for a withdrawal for almost a week... it's still in process. I was told via chat that the payment had been made days ago, but it still hasn't arrived... A smaller withdrawal I made after this one did arrive, but the larger one is still showing as in process day after day... I am verified and no one is answering my emails or anything. I asked for proof to confirm that they have made the payment and they don't respond... the withdrawal is still in process and it doesn't change. I am starting to think this casino is a scam based on the reviews I'm reading. Thank you.

Buenas, llevo esperando una retirada casi una semana...sigue en proceso, me dicen por chat que enviaron hace días el pago, pero ese pago no llega...una retirada menos que hice después de esta si que llegó pero la que lleva más tiempo sigue en proceso día tras día...estoy verificado y no contestan los email ni nada, les pido justificante para saber que han pagado y no contestan... sigue la retirada en proceso y de ahí no se mueve. Empiezo a pensar que este casino es una estafa por las reseñas que leo. Gracias

Dear Nole77,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

When precisely did you request a withdrawal from the casino? Is it still pending in your account?

If there is any communication between you and the casino regarding the issue, please share it here or send me the information to my email at tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

I don't know if it's a coincidence but just after writing to you they just sent me an email asking me for a bank statement of the movements from September 10 onwards. I have sent it to you...so you can see that the withdrawal has not arrived, what happens...the withdrawal is still "in process"

According to them, they sent it on the 10th, but it is still in process and supposedly it has already been sent and everything.

No se si es casualidad pero justo después de escribiros me acaban de enviar un email pidiéndome extracto bancario de los movimientos desde el 10 de septiembre en adelante. Se lo he enviado...para que vean que no llego el retiro, haber que pasa... el retiro sigue "en proceso"

Según ellos lo enviaron el día 10, pero sigue en proceso y supuestamente esta ya enviado y todo

I sent them that and everything remains the same, they do not respond and the withdrawal is still "in process"

Les envié eso y todo sigue igual, no contestan y la retirada sigue "en proceso"

I fully understand your frustration.

Asking for a bank statement is nothing out of the ordinary in a situation like this.

If the withdrawal does not reach you even after 2 weeks after it was supposedly sent, we'll intervene. Please let us know about any progress on the issue.

I'll set the timer for an additional 5 days. I'll await your reply.

Dear Nole77,

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.

Solved, the best thing was to close the account there. Thank you

Solucionado, lo mejor fue cerrar la cuenta ahí. Gracias

Do I understand correctly the withdrawal was successful and the money reached your bank account in full?

I'll await your reply.

Dear Nole77,

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 closed the account and it is the best thing I did, it is the worst casino I have tried by far.

Si, cerré la cuenta y es lo mejor que hice, es el peor casino que probé con mucha diferencia.

Dear Nole77,

Thank you for the confirmation.

I'm glad to hear that your withdrawal was successful. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru