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They haven't been paying out for 2 weeks. The funds have been returned to the gaming account twice, and now they're under review again for the fifth day. The support team keeps saying that I have to wait. I've tried withdrawing to a card number and two different settlement accounts. They have not requested verification documents; they say that if needed, an email will be sent.

2 недели не выводят деньги. Два раза возвращались на игровой счет, сейчас опять в процессе рассмотрения 5й день. Тех поддержка все время говорят нужно ждать. Пробовала выводить на номер карты и 2 разных расчетных счета. Документы для верификации не просят, говорят если понадобятся придет письмо на почту

Dear f5ns9rf9bm,

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?
• Is any withdrawal currently pending in your account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

1 card number was rejected, the money was returned to the game account, technical support gave a recommendation to withdraw to the current account

2 to the current account was rejected by the financial department🤷🏻‍♀️, the money was returned to the game account

3 withdrawal is in the process of processing from 7.05, they constantly say you need to wait, and the account does not need verification

1 на номер карты отклонили, деньги вернулись на игровой счет, тех поддержка дала рекомендацию выводить на расчетный счет

2 на расчетный счет отклонено финансовым отделом🤷🏻‍♀️, деньги вернулись на игровой счет

3 вывод в процессе обработки с 7.05, постоянно говорят нужно ждать, и аккаунт не нуждается в верификации



Good evening. They paid into the account, but did not verify it.

sorry to bother you!

Добрый вечер. Выплатили на счет, верификацию так и не делали.

извините за беспокойство!

Dear f5ns9rf9bm,

I'm glad to hear that your issue has been resolved successfully. 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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru