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I've spent several days trying to withdraw the specified amount of money above, well I tried to withdraw both larger and smaller amounts, but my attempts to withdraw money are always denied. I haven't received any bonuses or anything (it's for sports betting), but the same thing always happens; the withdrawal gets canceled. I've tried with a bank transfer, but they won't let me enter my account number.

Through the payment method, they allow me to deposit, but they don't credit the money to my account, and it's really frustrating me.

Llevo varios días intentando retirar la cantidad de dinero especificada arriba, bueno llegue a intentar retirar mas y menos cantidad, pero siempre me rechazan el sacar el dinero, no he llegado a obtener bonos ni nada, (es en apuestas deportivas), pero siempre es lo mismo se cancela el retiro, he probado por transferencia bancaria y no me dejan meter el número de cuenta.

Por el método de pago me dejan ingresar pero no me ingresan ellos el dinero, y me tienen harto ya.

Dear Bvaro,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify why your withdrawals keep getting denied? What message do you receive after a failed attempt at withdrawing your winnings?

Have you communicated with customer support regarding your issue with withdrawals?

Could you kindly advise if you passed the full KYC verification?

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

Best regards

Veronika

They do not specify why my withdrawals are denied, by contacting customer service, they tell me that it is not the same method as the one with which the money is deposited, and obviously it is.

I have communicated with them several times, both via live chat and email.

It doesn't tell me that I need to verify the profile, it says exactly the following: "At the moment your account does not need to be verified."

No me especifican por que se deniegan mis retiros, poniéndome en contacto con los de atención al cliente, me dicen que no es el mismo método que con el que ingrese el dinero, y obviamente si lo es.

Me he comunicado con ellos varias veces, tanto por el chat en vivo como por correo electrónico.

No me dice que necesite verificar el perfil es más pone exactamente lo siguiente: "Por el momento su cuenta no necesita ser verificada".

I have tried to withdraw the funds again and they keep canceling them, and I need that money.

He intentado volver a retirar los fondos y me los siguen cancelando, y necesito ese dinero.

Thank you for your reply. Please send me the screenshot of the error you see when you try to withdraw your winnings. Also, please forward me all the communication between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Include all the emails, chat transcripts, or other evidence you have.

Dear Bvaro,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.