플레이어의 출금이 중단되었습니다.

On the 31-07-2021 I withdrew a number of times in total I had won $7910. I've received $3660 and still have $4250 owning to me. When I enquired to why I hadn't received the rest of my money they said that I had, and tried 2say that the money I've received equalled to what my withdraw was. I can still login to my account but can no longer go into chat to discuss the matter. I've also noticed that now my transaction history has been cleared....luckily I had already taken screenshots.

Dear reezo1983,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. 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. Could you please advise if the entire amount of $7,910 has been approved by the casino and subsequently split into several installments? Do I understand correctly that the payment of $100 (highlighted in green) has been the last payment that you received? All the remaining ones still haven’t been received, is that correct? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Lastly, could you please forward the exact URL of the casino website?

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,

Petronela

Dear reezo1983,

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.