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Hello, I am seeking assistance regarding an issue I encountered a few weeks ago. I was playing at the specified casino when I was given a no-deposit bonus. After fulfilling the conditions, I attempted to make a withdrawal. However, the casino requested two-step verification documentation. The documents consisting of my ID and photograph were validated instantly, but the other step demanded a deposit of $10 USD converted into BTC. I obliged and transferred the requested amount, but till now my deposit has not been verified. It also does not appear in my account balance. I was told the process would take up to 72 hours, but it's been over two weeks already.

Hola, quisiera que me ayudarán hace unas semanas estaba jugando en dicho casino cuando me regalaron un bono sin depósito , logré completar las condiciones y entonces intenté realizar un retiro pero para ellos me solicitaron documentación para verificación en dos pasos, la de mi credencial y fotografía fueron validadas al momento, la otra era hacer un depósito por la cantidad de $10USD CONVERTIDA EN BTC, hice la conversión y transferir dicho monto solicitado pero hasta la fecha no me verifican el depósito , ni en mi saldo aparece lo que mandé solo me dicen que 72 y hasta ahora nada, lleva más de dos semanas

Dear andresag0411,

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

Dear andresag0411,

Have you received your withdrawal from the casino yet?

Hello, so far nothing

Hola, hasta ahora nada

Thank you for your reply, andresag0411. Do I understand correctly that the verification of your deposit has not been completed and the deposit has not been credited to your casino account?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear andresag0411,

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.

Hello, I already sent the screenshots to the email provided.

Hola ya mandé las capturas al correo proporcionado

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear andresag0411,

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.