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Dear marekvondrak,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received any funds previously or this was your first withdrawal request? Do I understand correctly that your withdrawal has been processed but never reached your bank account?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Good day,

yes I have already received one selection, it came within a few days. This second selection from 12.1.2020 has not been processed, it is still in the "pending" phase. So the selection is not approved. I'm worried that the casino has financial problems. There are other complaints on the askgamblers page that the casino does not send money. Thank you for your help in resolving the situation.

Dobrý den,

ano již jsem jeden výběr obdržel, ten přišel během pár dnů. Tento druhý výběr z 12.1.2020 nebyl zpracován, je stále ve fázi "pending". Takže výběr schválen není. Mám obavy, že casino má finanční problémy. Na stránce askgamblers jsou další stížnosti že casino neposílá peníze. Děkuji za pomoc s řešením situace.

Thank you very much, marekvondrak, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, the money has just arrived, you can close the case as resolved, thank you

Dobrý den, peníze právě dorazily, můžete případ uzavřít jako vyřešený , děkuji

Hello Marek.

Thank you for contacting the Casino.Guru team. Please, could you confirm when you receive the payment? I am extending the timer by 7 days.

Marek have you received the payment, please? 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 consider your case got resolved.

Hi,

I received the payment, the case is resolved, thank you.

Ahoj,

Platbu jsem obdržel, případ je vyřešený, děkuji.

Hello Marek.

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system.

Please, do not hesitate to contact us in the future.

Best regards, Jozef

Casino.Guru