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I cannot get a response fron casino at all. No email response no live chat available in account profile. I have uploaded required documents as requested for verification for withdrawal. First step completed but since making a withdrawl request I have had no response to any of the emails regarding verification and why the delay as they state 24^48 hrs for verification and withdrawls take 72hrs I have been waiting since 27th Nov and zero prigress

Dear lyndallemail,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear lyndallemail,

Have you received your withdrawal from the casino yet?

Thank you for your reply, lyndallemail. Have you made any successful withdrawals before? Could you please advise if you have already received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

Dear lyndallemail,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you very much, lyndallemail, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, lyndallemail!

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.

Dear client, we have answered to you directly on your profile, we cant process withdrawal with card at the moment, could you please make the bank withdrawal request?

I have requested bank withdrawal as stated on profile last communicaton on 3rd dec but don't seem to get any I have not had any communication on my profile or email since regarding the withdrawl, the only correspondence is via this response.

I don't know why the continued delay and its becoming extremely frustrating

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.

lyndallemail, please, clarify, when did you request the bank transfer withdrawal? Have you received any information form the casino since their response here?

Dear lyndallemail,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.