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I started this process a month ago first withdrawal sat pending for 11 days so I canceled it started agon now pending for 7 days n mo updates

Dear raingodess75,

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

We received this message from raingodess75:

"5 weeks later still being told wait for a email from payments. When i email payments I get no response now on second attempt to withdrawal n 8 days pending"

Thank you very much for your reply, raingodess75. Have you made a successful withdrawal before? Could you please confirm that you have passed the verification? Have you been informed by the casino about what might have caused this delay?

Lastly, I would like to kindly ask you to reply to this thread instead of submitting new complaints, so we can gather all the important information in one place. Thank you for your understanding.

Haven't withdrawn before but have from their sister sites. Yes have jumped through all hoops to be verified. First withdrawal sat pending for 11 days after being verified. So cancelled and redone my withdrawal has now been pending for the past 10 days n still haven't been processed in total 21 days pending and not processed after over 2 weeks of variation n then having to take selfies holding all documents then even when fully verified they requested another bank statement upon trying to withdrawal the second time. Support keep telling me to wait for a email. Then get told that the pending period which they state as 48hrs is actually a period of 5.3 days as that 48hrs is business hours. Payments won't reply to any emails I send

As for asking for why they just keep telling me the same thing it's with payments department and wait for a email that never comes

Have you accumulated your winnings with or without an active bonus? Could you 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 raingodess75,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close 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.