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I made a profit of €5053.41 by requesting the first withdrawal of €1500, the maximum withdrawal amount. I then requested another withdrawal within the established timeframe, but the casino canceled it with an email notification without any justification. I had to request a new withdrawal, which they also canceled. The next day, I found my account blocked for review of documents I had already submitted. These documents are still unverified, and I am unable to collect the first withdrawal, which was about to be processed and is also blocked. Five days have passed since I submitted the documentation, and I am still waiting for a response from them. [email protected] without receiving a response from them to various emails sent to that department.

He obtenido un beneficio de 5053,41€ solicitando el primer retiro de 1500€ al ser el máximo monto de retiro,para volver a solicitar mi nuevo retiro en el plazo establecido, cancelando el retiro por parte del casino con un aviso por email sin justificación alguna, teniendo que volver a solicitar nueva mente un nuevo retiro que vuelven a cancelar, encontrándome al día siguiente con el bloqueo de la cuenta por revison de documentos ya envíados; y que aún siguen sin verificar y sin poder cobrar el primer retiro que ya estaba para finalizar quedándose también bloqueado, sigo a la espera después de haber pasado 5 días desde el envío de la documentación, a la contestación de [email protected] sin recibir respuesta por su parte a diferentes email enviados a ese departamento.

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Dear Patri180391,

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

Thank you for contacting me, but I have to say they just keep stalling the document review without giving any explanation; it's always the same answer from them. My account still hasn't been verified after a week, and I still can't withdraw my money. I keep asking, and it's always the same response from them.

Gracias por ponerte en contacto conmigo,pero tengo que decir que solo dan largas a la revisión de los documentos sin dar explicacion alguna que siempre es la misma respuesta por parte de ellos, sigo sin que me verifiquen la cuenta después de una semana y sigo sin poder retirar el dinero pregunto y pregunto y siempre es la misma respuesta de parte de ellos

Hi Karla, my account still hasn't been verified since January 28th. To this day, they've only verified my ID, and I'm still waiting for them to verify the bank ownership certificate. I've tried sending it a thousand different ways: with the bank's stamp, downloaded from my bank's app, emailed it to support, sent it to the VIP manager, and sent it through the app. Nothing has worked. The VIP manager, Iker, just told me he received the documentation, that it was fine because it had the bank's stamp, and that he would personally take care of resolving it that same day. Of course, that's a lie, and my withdrawals are still blocked. I can't withdraw the €3,553 I still have, and nobody is telling me anything.

Hola karla, la cuenta sigue sin verificarse desde el día 28 de enero y a día de hoy solo me verificaron el DNI y sigo esperando a que verifiquen el certificado de propiedad bancaria, enviada de mil maneras, con sello del banco, descargada desde mi aplicación del banco, por correo al soporte, al gerente vip a la aplicación y nada solo me dijo el gerente vip Iker que recibió la documentación que estaba bien que tenía el sello del banco y que el mismo se encargaría de que estuviese resuelto ese mismo día, claro está que es mentira y yo sigo teniendo los retiros bloqueados sin poder retirar 3553€ que me quedan todavía y nadie me dice nada

Hi Karla, my complaint time has just ended. What's the next thing I need to do?

Hola karla acaba de terminar mi tiempo de la queja ahora que es lo siguiente que tengo que hacer

Dear Patri180391,

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 Karla, good afternoon. I wanted to let you know that the €1,500 refund that was being processed has been deposited into my account, but it's still blocked pending document review. They started requesting documents on January 28th, and every day it's a different document, which I send immediately to avoid delays. I still have €3,553 blocked due to this supposed review, and there's no way this will end. I've sent countless documents, and nothing is happening. I don't know what to do anymore.

Hola karla buenas tardes, mira te comento el reintegro de los 1,500€ que estaban procesados si me lo ingresaron, pero aún sigo con la cuenta bloqueada a la espera de revisión de los documentos desde el día 28 de enero que me empezaron a solicitar documentos todos los días es algún papel diferente y los mando todos al momento para no tardar, aún me quedan por estirar 3553€ que están bloqueados por la supuesta revisión y no hay manera de que esto acabe el mandado un sin fin de documentos y nada procede ya no sé qué hacer

I'm sending you all the emails with the documentation they requested on different days so they can continue this process as much as possible.

Te envío todos los correos con la documentación que me ha pedido en diferentes días para seguir por parte de ellos esto lo más posible

This is what they asked me for again last night: more documentation, some of which I had already sent weeks ago.

Esto es lo que me volvieron a pedir anoche otra vez más documentación y alguno de ellos ya enviado hace semanas

Hi Karla, I wanted to let you know that last night they asked me again for the same documents I've already sent several times. They keep asking for the same thing over and over, and I've tried sending it a million different ways, but nothing works. I even emailed it to the VIP manager so he could forward it, but they're still useless. It's really frustrating dealing with them.

Hola karla coméntate que anoche otra vez me volvieron a pedir la misma documentación que ya he enviado en varias ocasiones, me están pidiendo una y otra vez lo mismo y la envío de mil maneras y no hay forma,también se la envié al gerente vip al correo para que él la mandara y no hay forma con ellos es algo aburrido

Hi Karla, well, look, last night they asked me again for the same documentation that I had already sent several times. I don't know how to send the document anymore; there are no other ways to send it, and it's always the same thing.

Hola karla pues mira anoche otra vez volvieron a pedirme la misma documentación que ya había enviado en varias ocasiones,  ya no sé cómo enviarle el documento vamos que ya no hay más maneras de enviarlo y siempre lo mismo

Dear Patri180391,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Patri180391,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora