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I have my account suspended after playing slots and winning in September 2022, they told me about 180 days to proceed with the payment of my balance, they passed but nothing they asked me for a thousand documents after 6 months of checks for no one knows what and I send them to them they don't see them and they pretend not to receive them they just ask me for them I don't know how to do it please help me

ho il conto sospeso dopo aver giocato alle slot e vinto a settembre del 2022, mi avevano parlato di 180 giorni per procedere col il pagamento del mio saldo, sono passati ma nulla mi hanno chiesto mille documenti dopo 6 mesi di verifiche di non si sa bene cosa e glieli mando non li vedono e fanno finta di non riceverli me li richiedono e basta non so come fare aiutatemi vi prego

Dear lorefigus,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it has been your first withdrawal in this casino? Do I understand correctly that your payment is still pending inside the account without being processed?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost seven months is abnormally long time.

Nevertheless, 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

the account has been suspended since the end of September the money is inside and I have never withdrawn, tell me what is normal in everything I don't understand

il conto è sospeso da fine settembre i soldi sono dentro e non ho mai prelevato, ditemi voi cos è normale in tutto cio che non mi è chiaro

Thank you very much, lorefigus, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

thank you very kind Petronela

grazie Petronela gentilissimo

Hello, lorefigus!

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!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

of course they don't answer

ovviamente non rispondono

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Italian Gaming Authority (https://www.adm.gov.it/portale/contatti) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team