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I request a withdrawal on 13/07 , Its was pending for 3 days then send me an email for KYC , I sent all information correct and they agree that all good, they email me again that my payment is processing , and today they sent me an email that withdrawal is cancelled from the bank , my bank which is on holiday today , i contact the bank they decline it and said that they didnt cancelled any thing , They keep twisting i saw many complain they telling players the same thing . They ask me to do new request . And I still wonder how did my bank cancel the payment and when i call them they said they never cancel any thing and nothing received from them

Dear Faa812,

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

Yes all ryt my kyc is verified , the thing that its not pending they cancel it already for no reason and they told me that my bank cancel it and when i call bank the denied it and said that bank in holiday how would they cancel it ? So they keep twisting

I contact the chat support two times already , bcz my withdrawal since 13-jul have been cancelled 2 times .

while i did the verification they ask for my ID and bank statement and my card picture . All send and got an email that iam verified but they cancel my withdraw again on 15,jul send me an email telling me that payment provider cancelled it , made new one on 15,jul and same thing happen again on 18,jul so they told me that maybe theres a technical issue with payment method and ask me to try another one .

I made new request on 18,jul trying the crypto method , still no update the withdraw is pending for two days , contact the support they dont know when its will be paid and i cant contact the specific department who in charge to the withdrawals .

pls help me getting my money out of this site , its been 7 days already now and nothing happen they keep giving apologies

Why no one is answer here😔?

Thank you for your reply, Faa812. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Has there been any news regarding the Bitcoin withdrawal?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Dear Faa812,

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.

I got the withdrawal through crypto , and then made another withdrawal and now waiting to see if its comes or what

I’m very sorry but you haven’t answered all of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear Faa812,

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.

Faa812 informed us that the withdrawal was successfully received.

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, 

Kristina

Casino.Guru