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They keep saying the payout is processing it’s been over a week

Dear Mayda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Let me ask you a few more question before we would try to contact the casino. Are you verified in the casino? Did you play with real or bonus balance? How long have you been waiting for your withdrawal? Please note, that it's usualy a longer procces in almost every casino. In most cases it may take up to 2-4 weeks to receive your money, specialy if it's your first withdrawal request. Also please, forward any additional proof or conversation with the casino to nikolas.b @casino.guru.

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

Best regards,

Nick

It was a win on cash back funds-

Dear Mayda,

I would like you to answer to all my question as without them I can't really know what might be the issue. Is your account verified in the casino? Did you complete the wagering of that bonus?

Dear Mayda,

Please note that if we won't get any respond within the next 7 days, we will be forced to reject your complaint.

The complaint will be now rejected for the above mentioned reason.