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I have submitted a withdrawal request, but it is still pending and hasn't been processed.

I confirmed through live chat how to properly take and submit the KYC photos.

Even though the support staff appears to be online, there has been no response to my messages.

I am very worried that my withdrawal might not be processed.

出金申請しているが保留のまま放置されています。

KYCはライブチャットでどのように撮影すればいいか確認し提出しました。

相手はオンラインなのに私から連絡しても返事が返ってこなくなりました。

このまま出金されないんじゃないかととても不安です。

Dear ammy510,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you, I understand.

I was asked to take a selfie with my ID while holding today's newspaper, and I submitted it.

This time I made a deposit and withdrawal using cryptocurrency, but the KYC submission form did not mention that I should hold a newspaper while taking the photo, so I wish they would include that in the form.

ありがとうございます、わかりました。

本日発行されている新聞紙(ニュースペーパー)を持ちながらID撮影をセルフィーで求められ提出したところです。

今回暗号通貨での入出金でしたが、KYCの提出フォームには新聞紙を持ちながら撮ることが書かれていなかったので記載しておいてほしいなと思います。

The withdrawal was successful! The money was safely received.

thank you very much.

今出金が成功しました！無事に着金しました。

ありがとうございました。

Dear ammy510, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru 

Hi,

I believe this complaint should not have been issued, particularly since it pertains to an issue that was resolved promptly—even before we were aware of the complaint. To clarify the situation, I have provided a detailed timeline of the events related to this complaint below:

Deposit 2024-11-07 01:23:28

Cashout 2024-11-07 03:38:19

Rejected 2024-11-07 03:50:27 Player failed to follow KYC protocol sent by email

Cashout 2024-11-07 03:58:46 

Rejected 2024-11-07 05:24:13 Player failed to follow KYC protocol sent by email

Cashout 2024-11-07 05:32:33

Rejected 2024-11-07 06:01:13 Player failed to follow KYC protocol sent by email

Cashout 2024-11-07 06:16:08

Approved 2024-11-07 06:24:31 Player completed KYC. Payment processed.

*Evidence of the above timeline is available in screenshots and system logs upon request.*

The player did not follow our KYC procedure initially, necessitating two additional attempts before completing it. The entire process took less than three hours, from the first attempted cashout to the final approval and payment. It is worth noting that very few casinos, even the largest and highest-rated ones, can process both KYC and payment as quickly as we have, especially after multiple attempts to submit the required documents.

Given our efficiency in handling this matter, I am surprised that this complaint was filed.

According to your rating system:

Player complaints signify that the casino does not treat players right or deal with certain situations correctly. We consider the number and seriousness of complaints in relation to the casino’s size, as it can be expected that sites with more players will also have more complaints. Complaints about related casinos are also taken into account.

What can be done to prevent unwarranted complaints like this from being recorded? It seems unfair to be penalized with this complaint, especially since we completed both KYC and payment approval within three hours. I kindly ask you to investigate this matter and consider removing the complaint if possible. If not, please let this response remain our side of the story.

Thank you for your attention to this matter.

Tai

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