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I made a withdrawal of 200 pesos, my bank rejected it but it does not reflect that it was returned in the casino balance

realize un retiro de 200 pesos, mi banco lo rechazo pero no se refleja que haya sido regresado en el saldo del casino

Dear oniver7,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal. I understand how concerning it must be to see that the funds haven’t been returned to your casino balance after the bank rejected the transaction.

To better understand the situation, could you please clarify the following?

• When exactly did you request the withdrawal, and when was it rejected by your bank?
• Did your bank provide any specific reason for rejecting the withdrawal?
• Have you contacted the casino’s support regarding this issue? If so, what was their response?
• Does the casino’s transaction history show any updates regarding the rejected withdrawal (e.g., a failed status or a return to balance)?

Your cooperation is important for us to investigate this case properly. If you have any relevant emails, screenshots, or bank statements showing the rejection, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear oniver7,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.