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I do not receive a response from the Casino to my withdrawal request made on November 27. I send emails and I do not receive a response, it only appears in my account history "transaction approved and Manager requests withdrawal"

No recibo respuesta por parte del Casino de mi solicitud de retiro realizado el 27 de noviembre.mando correos y no recibo respuesta sólo me aparece en mi historial de la cuenta "transacción aprobada y Gerente solicita retirada"

Dear annytijuas,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? 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?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

Could you please advise if you accumulated 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 in advance for your reply.

Best regards,

Petronela

Yes, on Noh 27 I made the withdrawal request and the status was pending, on December 5 the following appeared:

Dec 05, 07:57 am

Manager Withdrawal approved

Requested 2022-12-05 07:57 am

$-400.00

Dec 05, 07:57 am

Manager Withdrawal requested

$-400.00

Dec 05, 07:57 am

Wire Transfer Withdrawal denied

Requested 2022-11-26 09:36 am

According to this is it approved?

Si, el día 27 de Noh realice la solicitud de retiro y el estatus estaba como pendiente, el dia 5 de diciembre me apareció lo siguiente:

Dec. 05, 07:57 am

Manager Withdrawal approved

Requested 2022-12-05 07:57 am

$-400.00

Dec. 05, 07:57 am

Manager Withdrawal requested

$-400.00

Dec. 05, 07:57 am

Wire Transfer Withdrawal denied

Requested 2022-11-26 09:36 am

Según esto está aprobada?

I'm not sure, annytijuas. Could you please advise if your winnings were accumulated with or without an active bonus?

yes, it was with the free spins bonus

si, fue con el bono de tiradas gratis

Thank you, annytijuas, for the clarification. I have checked the general bonus terms and conditions, and this is what I found (here):

"RULES

No Deposit Bonuses (Free Chips, Free Spins)

...

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

All No Deposit Bonuses are subject to the Wager Requirements and Maximum Withdrawal Limits listed above.

Once you have met the Wager Requirements and are able to make a withdrawal, any amount that is over the Maximum Withdrawal Limit will be removed from your balance, as you will not be able to withdraw these funds."

Please understand that if your winnings were accumulated from a free bonus solely, you won't be entitled to cash out the entire amount of 400 ₮. That brings me to my next question: could you please advise in what currency your winnings were accumulated? Looking forward to hearing from you.

They were dlls, so it would only be the payment of 100dlls?

Fueron dlls, entonces solo sería el pago de 100dlls?

Yes, you would be entitled to a maximum cashout of $100. Could you please request a new withdrawal in that amount and let me know if it works? Thank you in advance.

PS: I have adjusted the disputed amount from  400 ₮ to $100.

But it won't let me make another withdrawal

Pero no me permite realizar otro retiro

Dear annytijuas,

Could you please advise when your active balance has changed? Is it possible that the winnings were already sent to you and therefore, your active balance is below zero?

No, I still can't request another withdrawal, my balance is still zero

No, aún no puedo solicitar otro retiro sigue en ceros mi saldo

Thank you very much, annytijuas, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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, annytijuas!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

That sounds great to me, thank you very much! 🙂

eso me parece muy bien, muchas gracias! 🙂

Greetings all,

I have reviewed the situation and unfortunately the funds in question are not eligible for withdrawal. The terms and conditions of the casino as well as the bonuses themselves state that only one free bonus is allowed between cash deposits. The win was from the 3rd consecutive free chip with no cash deposits between or ever into the casino.

The non-cashable funds have been removed at a managerial level from the closed system, this is the "manager withdrawal" you are seeing in your account history annytijuas.

Wish I could be of more assistance however in this case there is nothing to be done.

Best wishes,

Nick and Silver Oak

Thank you for your response, Nick!

It would be ideal if you could provide Annytijuas's transactions and bonuses history to prove the above-mentioned statement.

It could be sent to my e-mail: pavel.k@casino.guru

Hey all,

I have sent supporting evidence to your email for review Pavel.

Best wishes,

Nick and Silver Oak

Thank you, Nick!

Annytijuas, according to the evidence provided by Nick, unfortunately, it seems like you have really made no deposit between no-deposit bonuses, with this breaching terms and conditions. Therefore, I must reject your complaint. I am sorry, I couldn't help more. Please, do not hesitate to contact us if you run into problems with other casinos in the future.

I am wishing you the best of luck!

Have a nice day!

Pavel