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I have won over £1800 pounds and I have passed the verification stage but time after time after time my withdrawal gets rejected due to a technical issue

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Dear Loolou,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise if your account has been fully verified? 
• Have you been advised why you can’t withdraw your winnings? 
• Is it an internal casino system issue, or it’s related to your account only? 
• Were your winnings accumulated with or without an active bonus? 

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. 

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

Hi

my account was fully verified and have proved of email to confirm verification

no bonus was accepted or entered so no restrictions here

I keep getting emails to say it’s a techniqual issue, I’ve asked if I could use a different withdrawal method but they just avoid the question, from the reviews which I wish I’ve of read first it happens to other people

Hi Loolou,

• Could you please advise how many days ago your withdrawal was requested?

Thank you.

Dear Loolou,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi apolgies been trying for over 10 days

Thank you very much, Loolou, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Loolou, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

However, I am having difficulties opening this casino's website. Would you be able to share a link you used to access it, please?

Dear Loolou,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Unfortunately, we’re forced to reject this case because Loolou has stopped responding to our messages and questions. Without Loolou cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.