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On September 17th, 2024, I requested a withdrawal. It’s supposed to take between 1 to 3 days to process. Since it didn't arrive, I contacted them via chat, and they told me they were working on it and that it usually takes around 5 days excluding weekends. Today, I checked again and it no longer appears as an available withdrawal. The money is neither on my card nor in my betting account to play with. I contacted them again, and they said it hasn’t been processed yet. After that, unsatisfied with their response, I reached out once more and they told me it was processed but would take another 3 days to be reflected on my card. Honestly, the conflicting answers left me feeling uneasy, so I contacted them yet again and this time they said it wasn't processed and that they are having issues due to a high number of withdrawal requests.

El pasado día 17/09/2024 solicité un retiro. Se supone que tardan entre 1 y 3 días en procesarlo. Como no me llegaba a través del chat contacté con ellos y me decían que estaban en ello y que tardan sobre 5 días excluyendo los fines de semana. Hoy volví a mirar y ya no me aparece como retiro disponible, si no que ni tengo el dinero en la tarjeta ni en la casa de apuestas para jugar. Me vuelvo a poner en contacto y me dicen que aún no está procesado, al poco tiempo al no quedarme agusto vuelvo a ponerme en contacto y me dicen que si está pero que tarda 3 días más en estar reflejado en la tarjeta. La verdad que me quedó mal cuerpo por las dispares contestaciones a lo que vuelvo a contactar y me dicen que no está realizado y que están teniendo problemas debido a un gran número de retiros solicitados.

Dear Boanerges,

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 the 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,

Dominika

I will keep you informed. I asked if it was a verification problem and they told me that if necessary they would request it from me, so I will wait the required 14 days and if not, I will let you know.

Greetings.

Les mantendré informados. Pregunté si era problema de verificación y me dijeron que si fuese necesario me lo solicitarían, por lo tanto esperaré los 14 días de rigor y si no les avisaré.

Saludos.

Dear Boanerges, do you have any updates regarding the withdrawal?

Good morning, it's been 14 days and I haven't heard anything. They always tell me the same thing, that they are having problems, that it is pending and that I shouldn't worry. I contacted them yesterday and they told me that they would do it immediately but that wasn't the case. I contacted them again later but they kept giving me excuses.

Buenos días, ya pasaron 14 días y no tengo ninguna novedad. Siempre me dicen lo mismo, que están teniendo problemas, que está pendiente y que no me preocupe. Ayer contacté y me dijeron que lo iban a realizar inmediatamente pero no fue así. Volví a contactar más tarde pero siguieron las excusas.

I just received my money or so it seems because it hasn't appeared on my card yet. Thank you very much for your help.

Acabo de recibir mi dinero o eso parece porque aún no me aparece en la tarjeta. Muchas gracias por la ayuda.

Dear Boanerges,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika

Casino.Guru