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I made a withdrawal to my account, they said it's ready in two business days but it's already step 3 and still I don't have my money I want my money

Eu fiz un levantamento para Minha contá, eles dissem q esta pronto en dois días úties mais ja paso 3 e ainda Nao tahno meu dineiro quero meu dineiro

Dear Jostin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you for your understanding.

Best regards,

Kristina

I still don't want my money NoO they want to give it to me I feel cheated

Todavía nada quiero mi dinero NoO me lo quieren dar me siento estafado

I already have 5 days to wait and they tell me that it is a maximum of 2 business days that this game is

Ja tengo 5 días a espera y me dicen q son máximo 2 días hábiles q juego es este

I want my money I feel cheated

Quiero mi dinero me siento estafado

I have not received anything in my account yet I feel frustrated and disappointed

Todavía no he recibido nada en mi cuenta me siento frustrado y decepcionado

I fully understand your frustration, Jostin. However, as I have indicated previously, we always give the casino two full weeks to process each payment. If there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

I have already from day 11 to today day 20 with this problem please help me

Tengo ya desde el día 11 hasta hoy día 20 con este problema por favor ayúdenme

It's been 12 days and still none of my money please help me

Ya pasó 12 días y todavía nada de mi dinero por favor ayúdenme

Still nothing I have my money I feel cheated

Todavía nada que tengo mi dinero me siento estafado

Thank you for keeping us updated, Jostin. Have you made any successful withdrawals before? Could you please confirm that you have passed the verification?

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

If every day I ask and I get the same answer, which is this

Si todos los días pregunto y me salen con la misma respuesta que es esta

I’m very sorry but you haven’t answered 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.

No I have not made any withdrawal it is the first and I am already verified by the casino

No no he hecho ningún retiro es el primero y ya estoy verificado por el casino

I sent the conversations to the indicated email and I have not made any withdrawals, it is the first and I am already verified by the casino

Mande las conversaciones al correo indicado y no he hecho ningún retiro es el primero y ya estoy verificado por el casino

Thank you. Have you accumulated your winnings with or without an active bonus? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

The winnings were without bonus and the state is this as in the photo

Las ganancias fueron sin bonus y el estado es este como en el foto

Dear Jostin

We can see the withdrawal requests have now been completed successfully.

Can you kindly confirm the issue is resolved?

Thank you in advance!

No, it is not complete, they returned the money to my casino account, then I made the withdrawal, one of 100 and another of 200, and they left me in the account with only 40 euros, they took 60 euros, I do not know where I want my money

No no está completo me devolvieron el dinero a la cuenta del casino después hice el retiro uno de 100 y otro de 200 y me dejaron en la cuenta solo con 40 euros me quitaron 60 euros no se de dónde quiero mi dinero

Hello, Jostin

That was the commission, since the previous deposits were not wagered. We've credited your account with 60 eur.

Please make a withdrawal request.

Kind regards

Dear Jostin

Please confirm the issue is now resolved

Thank you!

Hello everyone,

Thank you dear IceCasino for your help with this issue.

Jostin, could you please confirm that the issue has been resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

If everything is already solved thank you

Si ya está todo resuelto gracias

Awesome news, Jostin. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.