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I won 1501 GBP on Sunday 6th of october. I had all my documents passed for verification and was even allocated a vip manager named Ron. Anyway they kept rejecting my withdrawals due to technical reasons. Anyway a few days later I got frustrated with them and decided to play my balance fortunately I won and it increased to 3257 gbp however since then they’ve blocked my ability to withdraw by the looks as it just says contact support or check data everytime I try. Then they’ve suggested various other things ie use bank transfer but it’s not on my options or deposit 20 with another card and wager x3 and withdraw to that however it will no longer let me deposit just says contact support and all they say to me is it’s technical problem and they will let me know as soon as it’s processed. I’m asking for your help with this because I’m at my wits end with dealing with them now and nothing changes. It’s been going on 2 weeks now. I have loads of screenshots of emails and the messages I’m getting when trying to withdraw and also the whole transcript on what’s app with Ron the vip manager who is now ignoring any messages I send. Happy to supply you with these on request but there is a lot. Your help with this matter would be much appreciated.

Thanks Matthew

Dear matty12345678,

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

• Have you made any successful withdrawals before? 
• Do you currently see any withdrawal methods in the cashier section? Is there any alternative you could use?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina

I have made no successful withdrawals with them. Some of the winnings was accumulated using a bonus which I successfully wagered and stuck within the rules of the bonus terms. There are withdrawal options there but none of them work I keep getting technical error please check data or contact support. I’ve attached a screenshot of what happens when i try to withdraw.

many thanks

matthew

please see updated response received from vip manager over the weekend. I wait in hope 😢

Update I have finally received my funds today in the end Ron the VIP manager came up trumps and managed to sort everything out after a lot of difficulties. So for that I am grateful and will give him 5 stars 👍

Dear matty12345678,

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, 

Kristina

Casino.Guru