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I cannot withdraw my funds, it's been 7 days and nothing has happened. What should I do?

No puedo retirar mis fondos ya pasaron 7 días y nada que hago ?

Dear reichertn51,

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,

Kristina

Hello Cristina, yes, but I was withdrawing the withdrawals quickly, I made them for USDT from Binance, it took me 10 minutes to arrive, then I deposited $150,000 to be able to continue playing and I won 7,000,000 in the crazi roulette and I wanted to withdraw them in minimum and high amounts and always is on hold in yellow now I have more than 20 million and I still can't withdraw them

Hola Cristina si pero venía retirando rápido los retiros , los hacia por usdt de binance ,me tardávan 10 minutos en llegar , luego deposite $150.000 para poder seguir jugando y gane 7.000.000 en la ruleta crazi y quise retirarlos en cantidades mínimas y altas y siempre queda en espera en amarillo ahora tengo más de 20 millones y aún no puedo retirarlos

Thank you for your quick reply, reichertn51. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Very well, when the two weeks are up, I will write to you again if I could not collect.

Muy bien cuando se cumpla las dos semanas le escribiré de nuevo si no pude cobrar

Hello, 10 days have passed and I still haven't received the deposit, it's still waiting.

Hola pasaron 10 días y aún no me a llegado el depósito sigue en espera.

Hello Kristina, it has already arrived after 14 days and I still haven't received the deposit, what should I do? I need the money I invested to pay the paid market loan. Urgent please

Hola Kristina ya a llegado a los 14 días y aún no me a llegado el depósito que hago ? Nesecito la plata que invertí para pagar el préstamo de mercado pago. Urgente por favor

Thank you for your reply, reichertn51. Do I understand correctly that you have made successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

1.Hello, yes I made successful withdrawals before

2.E sent to an email that the game customer assistant gave me and asked me for a document and service ticket.

3.I haven't given any bonus

1.Hola si hice retiros exitosos antes

2.E mandado a un correo que me dio el asistente al cliente del juego y me pidió documento y boleta de servicio .

3.No e puesto ningún bono

Could you please advise when exactly you made the last successful withdrawal and how many days it took to be processed? Did you use the same withdrawal method in the past?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello, I have received the email with the approval of my documents and I have already been able to make withdrawals. Thank you very much, any questions or complaints, I will write them down.

Hola ya me a llegado el correo con la aprobación de mís documentos y ya pude aser retiros desde ya muchas gracias cualquier consulta o queja los escribo .

Do I understand correctly that we can consider this case resolved?

Hello, how I said it, I was able to withdraw that day when I received the approval, I only removed a little.

Now I tried again to withdraw and I can't withdraw again 😞😞 what do I do?

Hola cómo lo dije pude retirar ese dia que me llegó la aprobación únicamente retire un poco.

Ahora probé nuevamente para retirar y no puedo retirar otra ves 😞😞 que hago ?

So, are you not able to request a withdrawal, or has your withdrawal request been pending in your account without being processed?

Dear reichertn51,

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.