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They are holding my withdrawal of 1000 pesos that I made on September 29th, and I still haven't received it. It is pending and hasn't been resolved yet.

Me están reteniendo mi retiro de 1000 pesos k Ise el día 29 de ceptiembre y asta haora no e podido recibirlo está en tarea y no. Lo an resuelto

Dear alvaradoomarcillo,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your withdrawal of 1,000 pesos made on September 29th.

• Could you please confirm if the casino has provided any reason for the delay or if they have asked for any additional information or documentation?
• Also, have you been in contact with their support team regarding this issue? If so, what was their response?

Your cooperation is essential for us to proceed and help resolve this matter. Please feel free to forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I already contacted them and PS I have to wait 7 or more

Si ya me comunique y PS k tengo k esperar 7 o más

I completely understand your frustration, Alvaradoomarcillo. I will extend the waiting period by 5 more days to give the casino time to process your payment as promised. If there’s no progress by then, we will step in. Let’s remain hopeful and expect good news regarding your withdrawal.

Thank you for your continued patience.

Dear alvaradoomarcillo,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

Asta.haora no e reducido mi dinero

Hello alvaradoomarcillo,

• Could you please confirm if your account has already been verified?
• Also, were your winnings earned with or without an active bonus?

Thank you.