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Good afternoon

I have been trying to make a withdrawal of 470 euros for 15 days and they have already cancelled it twice, claiming that the problem was with my bank! I spoke to them and that is not the case, the live chat never works and they almost never answer emails. I am desperate to get the money I have won and I don't know what to do anymore. Hoping you can help me, thank you.

Buenas tardes

llevo 15 días intentando hacer un retiro de 470 euros que me han cancelado ya dos veces alegando que el problema venía de mi banco ! Hablé con ellos y no es el caso , el chat en vivo no funciona nunca y no contestan casi nunca a los emails . Estoy desesperada para obtener el dinero que he ganado y ya no sé qué hacer. Esperando que me puedan ayudar gracias

Dear evrardmelanie09,

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

Good morning! Yes, I had a withdrawal of 100 euros months ago and I had no problem! I have not used any bonus to earn that withdrawal! And yes, I have passed the KYC confirmation

thank you

Buenos días ! Si tuve un retiro de 100 euros hace meses y no tuve problema!no he utilizado ningún bono para ganar ese retiro! Y si he pasado la confirmación kyc

gracias

Good afternoon! After canceling the withdrawal twice, my third withdrawal is under review and I don't know what to do to get it entered at once.

Buenas tardes! Después de cancelar el retiro dos veces lleva mi tercer retiro bajo revisión y ya no sé qué hacer para que lo ingresen de una vez

Thank you for your reply, evrardmelanie09. Could you please advise when exactly you received the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

Good afternoon, it's already solved! Thank you, it was entered into my account on Tuesday!

sincerely

melanie

Buenas tardes ya está solucionado ! Gracias me lo ingresaron el martes !

atentamente

melanie

Dear evrardmelanie09,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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, 

Kristina

Casino.Guru