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Still awaiting in withdrawal request over 3 weeks also deposited it said cancelled on there behalf but taken from my bank.

Dear Krashby,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Please forward your payment receipt to petronela.k@casino.guru. 

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

Best regards,

Petronela 

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Contacted provider they have stated it has gone through and they would have to send money back. No way of getting through email doesn’t go through to them spoken on chat regarding my withdrawal too they keep telling me the same thing over and over.

Hi Krashby,

• Can you please send a payment receipt that includes the transaction ID number or any other details that would assist in locating or identifying the payment?

Thank you.

I have sent all proof over to the email you have previously sent me.

Hi Krashby,

Thank you for providing a screenshot of the transactions. Can you please send a bank statement that clearly shows the transaction number, as well as the bank account numbers of both the sender and the recipient? The forwarded screenshot did not allow me to identify the disputed transaction.

Looking forward to hearing from you.

Dear Krashby,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.