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It has been under review for more than 10 days and there is no response.

ال قيد المراجعه منذ اكثر من 10 ايام ولا يوجد اي رد

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Dear safaa,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing.

As it is not entirely clear from your description what is currently under review, I would like to ask you a few questions to better understand the situation:

• When you mention that your case has been "under review" for more than 10 days, are you referring to your KYC verification, a withdrawal request, or something else?
• If you are referring to KYC verification, have you submitted all the documents requested by the casino, and has the casino informed you of any issues with any of them?
• Do you currently have a pending withdrawal of EGP 9,000, or is this amount currently available in your casino balance?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

No, it doesn't indicate identity verification. The entire process is under review. (Deposit request)

No, the identity verification and deposit have been suspended. All of this.

It's not a withdrawal; it's a deposit of 9000 that was rejected, so I filed a complaint with them and they've kept it suspended for all this time.

لا لا يشير الى التحقق من الهويه كل هذا الوقت قيد المراجعه طلب الإيداع

لا الى التحقق من الهويه الايداع تم تعليقه كل هذا

ليس سحب هوا إيداع بمبلغ 9000 تم رفضه ف قمت بتقديم شكوى لهم و قامو بتعليقه كل هذا المده

Dear safaa,

Thank you very much for clarifying the situation.

Could you please provide evidence of the 9,000 EGP deposit, such as a payment confirmation, bank statement, transaction receipt, or screenshot showing that the payment was successfully sent from your account?

Additionally, since you mentioned that the deposit was rejected, could you please confirm whether the 9,000 EGP was returned to your bank account/payment method, or whether the funds are still missing?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear safaa,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru