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Hi I made a withdrawal using the card I deposited with, I contact the chat to find out when the withdrawal will arrive and they tell me 3 working days. After 3 working days they tell me that the financial department is still checking the withdrawal, so a few more days pass and they reassure me that everything is fine then I reopen the game account and I find the money back in the account. I contact the chat again with the usual excuses, problem with the provider and similar things and they tell me to withdraw with the bank transfer. Now I am waiting for the usual three working days, the withdrawal is still in the verification phase in progress for more than 2 days. I appeal to you if you can help me

Salve ho fatto un prelievo tramite la carta con cui ho depositato,contatto la chat per sapere quando arriverà il prelievo e mi dicono 3 giorni lavorativi.Dopo i 3 giorni lavorativi mi dicono che il dipartimento finanziario sta ancora controllando il prelievo, quindi passa qualche altro giorno loro mi rassicurano che è tutto a posto poi riapro il conto gioco e mi ritrovo i soldi di nuovo sul conto.Ricontatto la chat solite scuse problema con il provider e cose simili e mi dicono di prelevare con il bonifico bancario.Ora sto aspettando i soliti tre giorni lavorativi,il prelievo sta sempre in fase di verifica in corso da più di 2 giorni.Mi appello a voi se potete aiutarmi

Dear GENNARO2013,

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.

Yes if you can help me I would be very grateful, I don't see this mess as very reliable unfortunately I fell into it without reading the reviews and so if you can intervene as soon as possible

Si se potete aiutarmi vi sarei molto grati, questo casino non lo vedo molto affidabile purtroppo ahimè ci sono cascato dentro senza leggere le recensioni e quindi se potete intervenite al più presto

To date still nothing new, I contacted the live chat but in addition to telling me the usual things like timing from 3 to 5 working days, and that the withdrawal is being verified in progress is respecting the pre-established terms I have not received any withdrawal confirmation email. Let's see tomorrow if there will be any updates

Ad oggi ancora nulla di nuovo,ho contattato la chat live ma oltre a dirmi le solite cose tipo tempistiche dai 3 a 5 giorni lavorativi,e che il prelievo sta in verifica in corso sta rispettando i termini prestabiliti non mi è arrivata nessuna email di conferma prelievo.Vediamo domani se ci sarà qualche aggiornamento

As of today we are still waiting for I don't know what. The withdrawal status is still like this, verification in progress

Al giorno d oggi stiamo ancora aspettando non so cosa.Lo stato del prelievo sta sempre così in verifica in corso

Nothing new, the status is always in verification in progress, contacting the chat they tell me the usual automatic story that everything is going well but if it is going well why is the status always in verification in progress since June 24th while today we are on June 29th and nothing has changed? no email of withdrawal, nothing at all

Nessuna novità lo stato è sempre in verifica in corso, contattando la chat mi dicono la solita storiella automatica che procede tutto bene ma se procede bene perché lo stato è sempre in verifica in corso dal 24 giugno mentre oggi stiamo al 29 giugno e non è cambiato nulla?nessuna email di avvenuto prelievo niente di niente

Dear GENNARO2013,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Veronika, unfortunately I have not received anything yet, as I have already written in the other answers. I contact the usual live chat but they always tell me the same old story that it is not their responsibility to make the transfer but the financial department. I hope for your help

Thank you

Salve Veronika purtroppo non ho ancora ricevuto nulla,come ho già scritto nelle altre risposte.Contatto la solita chat live ma mi dicono sempre la solita storiella che non spetta loro fare il bonifico ma il dipartimento finanziario.Spero in un vostro aiuto

Grazie

Today I received the long-awaited transfer so I can say that the problem is solved.

A thousand thanks

Oggi ho ricevuto il tanto atteso bonifico quindi posso dire che il è risolto

Grazie mille

Dear GENNARO2013,

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,

Veronika Fritz

Casino.Guru