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Hello, I made a withdrawal after winning 350 euros on 5/10/2021. the withdrawal remains in a state of approval from that day, I ask for explanations and I am told that the withdrawal takes at least 48 hours, then I am told that it takes 5 working days for the evaluation plus 48 hours for the payment, after 10 days I am told that they were waiting for an update for the payment processor, now after 14 days I am no longer answered and the payment still remains in acceptance status.

thank you if you can help me and greet you.

Buongiorno, ho effettuato un prelievo dopo una vincita di 350 euro il giorno 5/10/2021. il prelievo rimane in stato di approvazione da quel giorno, chiedo spiegazioni e mi viene detto che per il prelievo ci vogliono minimo 48 ore, dopo mi viene detto che ci vogliono 5 giorni lavorativi per la valutazione più 48 ore per il pagamento, dopo 10 giorni mi viene detto che stavano aspettando un aggiornamento per il processore di pagamento, ora dopo 14 giorni non mi viene più data risposta è il pagamento tuttora rimane in stato di accettazione.

ringrazio se potete aiutarmi e saluto.

Dear Luca,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I see that you have had another complaint about this casino and the disputed amount was the same. Do I understand correctly that this complaint is about another withdrawal?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi yes exactly it's another levy

Ciao si esattamente è un altro prelievo

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Dear Luca,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello, I would like to point out that the problem is being solved thanks to this complaint as the payment has started from the casino, I am waiting for it to be credited.

Buongiorno, segnalo che il problema si sta risolvendo grazie a questo reclamo in quanto il pagamento è partito dal casinó, aspetto che mi venga accreditato saluto e ringrazio

Thank you for the update, Luca. Hopefully, you will receive your withdrawal soon. Please, keep us informed, so we can proceed with this complaint accordingly.

Hello, I update the situation, the

payment was approved but was never credited to me, the casino does not respond to emails, the only email where I received an answer said they wanted to see my statement from the last month to verify that it never arrived.

Buongiorno, aggiorno la situazione, il

pagamento è stato approvato ma non mi è mai stato accreditato, il casinó non risponde alle mail, L unica e mail dove ho ricevuto risposta diceva che volevano vedere il mio estratto conto del ultimo mese per verificare che non fosse mai arrivato.

Unfortunately, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

I would recommend waiting for one more week. I will leave this complaint open, and if there is no development within this time period, we will intervene.

Dear Luca,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player has stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.