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Good evening,

they have already told me from the assistance that there are technical problems with withdrawals in Italy, but apparently not for everyone, since they have not been resolved for several days now, how should I proceed to make a withdrawal? Obviously my account has been verified for over a month and I have made several withdrawals, but it has been about 10 days that it hasn't made me withdraw anymore. I asked if I have to sign some form or other but they told me it is technical problems. I am attaching the screen that comes out when I click on fetch, obviously if I click on verify the screen of documents all verified (in green) comes out and you cannot modify or add any documents.

Waiting for your resolution, thank you and good evening

Buonasera,

mi hanno già detto dall'assistenza che ci sono problemi tecnici coi prelievi in Italia, ma a quanto pare non per tutti, dato che sono ormai diversi giorni che non vengono risolti, come devo procedere per effettuare un prelievo? Ovviamente il mio conto è verificato da oltre un mese ed ho effettuato diversi prelievi, ma sono circa 10 giorni che non mi fa più prelevare. Ho chiesto se devo firmare un qualche modulo o altro ma mi hanno detto che sono problemi tecnici. Vi allego la schermata che mi esce quando clicco su preleva, ovviamente se clicco su verifica mi esce la schermata dei documenti tutti verificati (in verde) e non si può modificare o aggiungere nessun documento.

In attesa di una vostra risoluzione, grazie e buona serata

Dear stem92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you made your last successful withdrawal? Do I understand correctly that when you try to request a withdrawal, you are redirected to the verification section?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

The last successful withdrawal I made on 19/09, yes exactly I can't even access the withdrawal page but that screen comes out. The winnings I have also accumulated with the bonuses but I have replayed them and my balance is only real money.

Thanks to you

L'ultimo prelievo con successo l'ho effettuato il 19/09, si esatto non riesco neanche ad accedere alla pagina di prelievo ma mi esce quella schermata. Le vincite le ho accumulate anche con i bonus ma li ho rigiocati e il mio saldo è solo denaro reale.

Grazie a voi

Thank you very much for your reply, stem92. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

What communications should I send? The ones with customer service? Because I don't have any chat transcripts unfortunately

Quali comunicazioni dovrei inviare? Quelle col servizio clienti? Perchè non ho delle trascrizioni delle chat purtroppo

At the moment, after the maintenance of the site, they seem to have solved, now I await the withdrawal for confirmation. Thanks to the availability

Al momento, dopo la manutenzione del sito, pare abbiano risolto, ora attendo il prelievo per conferma. Grazie per la disponibilità

stem92, do I understand correctly that you managed to request a withdrawal?

Yes, that's right, they solved ... thanks for your availability

Si, esatto, hanno risolto... grazie per la disponibilità

Have you already received your withdrawal? If not, I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

Yes, received, they fixed it

Si, ricevuto, hanno sistemato

Awesome news, stem92. 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.