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I am contacting you because I am having problems with a withdrawal with this casino.

I explain you

I've been registered here for almost two years, every now and then I deposited something, but I never won anything until the last time I managed to withdraw 159 euros

And here my ordeal begins, after the withdrawal request on January 22nd they ask me for the documents on the 23rd they approve them, however the withdrawal remains suspended and in the meantime both in chat and also a phone call from them asking for explanations of why the withdrawal and still suspended they tell me with great arrogance that since I have only paid 190 euros since I registered my withdrawal will be slow and they tell me that I have to increase my game by paying more money (which I don't do).

Finally on January 29th I see that the withdrawal has been processed so for the 31st I expected the sum to be in my account, but nothing.

So on February 1st I go to the chat and ask for explanations and they tell me that the withdrawal was authorized on January 31st and that they have a new payment method and therefore it will take time, but today February 3rd I have not received anything and they continue to say that I don't have to worry.

I have been playing in online casinos for many years and the first time that a withdrawal takes so long to arrive, and it smells like a scam to me ...

What do you advise me to wait or get interested in you, I keep all the screenshots of the chats and the various steps of the withdrawal... in your opinion, assuming I want to believe them and the withdrawal was processed on January 31st and it is never possible that today hasn't arrived yet...

I wanted to attach some screenshots but here it won't upload them to me if you give me an email I'll attach them there...

Thank you very much bye 👍🇮🇹🌹

Vi contatto perché sto avendo poblemi per un ritiro con questo casino.

Vi spiego

Sono registrato qui da quasi due anni, ogni tanto versavo qualcosa, però non ho mai vinto nulla fino all' ultima volta che sono riuscito a prelevare 159 euro

E qui inizia il mio calvario,dopo la richiesta di prelievo il 22 gennaio mi chiedono i documenti il 23 me li approvano, però il prelievo rimane sospeso e nel frattempo sia in chat e anche una telefonata da parte loro chiedendo spiegazioni del perché il prelievo e ancora sospeso mi dicono con molta arroganza che siccome o versato solo 190 euro da quando sono iscritto il mio prelievo sarà lento e mi dicono che devo aumentare il mio gioco versando altro denaro (cosa Ke non faccio).

Finalmente il 29 gennaio vedo che il prelievo e stato evaso quindi per il 31 mi aspettavo la somma sul mio conto,invece nulla.

Quindi 1 febbraio vado in chat e chiedo spiegazioni e mi dicono che il prelievo e stato autorizzato il 31 gennaio e che hanno un nuovo metodo di pagamento e quindi ci vorrà tempo,però oggi 3 febbraio io non ho ricevuto nulla e loro continuano a dire che non mi devo preoccupare,.

Gioco da tanti anni nei casino online e la prima volta che un ritiro ci impiega tanto tanto tempo per arrivare,e la cosa mi puzza di fregatura...

Voi cosa mi consigliate di aspettare o farvi interessare a voi,tengo tutti gli screenshot delle chat e dei vari passi del prelievo... secondo voi ammesso che voglio credere a loro ed il prelievo e stato evaso il 31 gennaio e mai possibile che ad oggi non è ancora arrivato...

Vi volevo allegare degli screenshot ma qui non me li carica se mi date una email c'è li allego li...

Grazie mille ciao 👍🇮🇹🌹

Dear Paoletto08,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which payment method you have opted for? Have you accumulated your winnings with or without an active bonus?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello and thank you for your availability,

I want to inform you that yesterday I called my bank and they informed me that there is an incoming transfer still to be processed that I will most likely see on Monday, the amount and what I expect from the casino in question ...

So I can say that after almost 20 days the money 💸 arrived...

But that tells me a lot about my future on this mess...

I would like to thank all the staff of casino guru for the interest shown and for the timeliness in taking the case in hand..

Thanks a lot and good work bye 👍🇮🇹🌹

Salve e vi ringrazio per la disponibilità,

Vi voglio informare che ieri ho chiamato la mia banca e mi hanno informato che c'è un bonifico in arrivo ancora da elaborare che molto probabilmente vedrò lunedì,la somma e quella che aspetto dal casinò in questione...

Quindi posso dire che dopo quasi 20 giorni i soldi 💸 sono arrivati...

Però questo mi dice molto sul mio futuro su questo casino...

Tengo a ringraziare tutto lo staff di casinò guru dell' interesse mostrato e della tempestività nel prendere in mano il caso..

Grazie mille e buon lavoro ciao 👍🇮🇹🌹

Great news. I do apologize for the late reply. As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Paoletto08, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru