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requested withdrawal after using bonus playthrough was met all terms followed request was made September 22 sent in verification documents within 12 hours about 8 hours later on the 23rd received email everything was accepted and account verified and withdrawal approved then 2 days later i asked about withdrawal they said up 7 business days to approve it took them 9 then its been 9 business days since approved but requires 7 to 10 business days to process and this is with bitcoin which was used as a deposit. October 17th and still nothing, the manager has gone on there and deducted amount from 300 to 225 but not able to process withdrawal manager also stated they violated the terms of their withdrawal policy but i was still required to follow the terms by waiting 7 to 10 business days. Customer service doesnt care manager is no help they violate policy and theres no one to answer to in holding casino accountable. Will never play here again and ill be shocked if i ever get my money and its 225 imagine how theyd be with more.

Dear Ashley,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask them to shed some light on this matter, but, before we do that, could you please confirm, that you have passed the KYC (verification) process successfully? If you received any confirmation email from the casino, please forward it to petronela.k@casino.guru (together with any other relevant communication).

Do I understand it correctly that your withdrawal is still pending inside your account and it has never been processed?

I truly hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Dear Ashley,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.