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Hello, the same story is repeated again, of the previous complaint, already resolved, now they tell me that I have to wait, because there is a lot of withdrawal request, NOT true !! If you withdraw via crypto, then they arrive immediately, instead, I stupidly, I requested the withdrawal by bank transfer, and they keep asking me for my bank statement, but what does that have to do with it? I had already paid me in late September, no problems, now, they say they have problems with the withdrawal, they are taking me around !!!

Buongiorno,si ripete nuovamente la stessa storia,del precedente reclamo,già risolto,ora mi dicono che devo aspettare ,perchè c'è molta richiesta di prelievo,NON è vero !!Se si preleva tramite cripto,allora arrivano subito,invece,io stupidamente,ho richiesto il prelievo con il bonifico bancario,e loro,continuano a richiedermi estratto conto,ma cosa c'entra?Mi avevo già pagato a fine settembre,senza problemi,adesso,dicono che hanno problemi per il prelievo,MI stanno prendendo in giro !!!

Dear mauroalgisi,

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

Hi, I'm up to date with everything, they already know it, the chat, they already told me to wait, it causes a lot of withdrawal requests.Not true !! When I requested the withdrawal at the end of September in cryptocurrency, I arrived within 1 now !!! So, they are always in bad faith, you always have to wait for their comfortable !!

Ciao,sono in regola con tutto,loro già lo sanno,il chat,mi hanno già detto di attendere,causa molte richieste di prelievo.Non è vero!!Quando ho richiesto il prelievo a fine Settembre in criptovaluta,mi sono arrivati entro 1 ora !!!Quindi,sono sempre in mala fede,bisogna sempre aspettare i loro comodi !!

Hi, today I was chatting 30 minutes, he asked me for the statement, with reference to deposit payment, they tell me ok, then, spend 2 minutes, they ask me for November statement ?? But, are they kidding me ?? Now , I requested the cancellation of the withdrawal, because, I want to withdraw via cryptocurrency, since I had deposited in crypto, it is my right, it says in their conditions, withdrawal method is the same deposit method !!

Ciao,oggi sono stato in chat 30 minuti,mi ha richiesto l'estratto conto ,con riferimento pagamento deposito,mi dicono ok,poi,passa 2 minuti,mi chiedono estratto conto di Novembre??Ma ,mi prendono in giro??Ora,ho richiesto l'annullamento del prelievo,perchè,voglio prelevare tramite criptovaluta,dato che avevo depositato in cripto,è un mio diritto,c'è scritto nelle loro condizioni,metodo prelievo uguale metodo deposito !!

Dear mauroalgisi,

Have you received your withdrawal from the casino yet?

No, I have requested to cancel the withdrawal via wire transfer, and then withdraw via cryptocurrency, but so far no answer !!

No,ho richiesto di annullare il prelievo tramite bonifico,per poi,prelevare tramite criptovaluta,ma finora nessuna risposta !!

Hello, they are tiring me with their request for the November account statement !!! I don't send anything anymore, it's a joke, I have requested several times, to cancel the withdrawal, so I can withdraw it via cryptocurrencies, but they, NOTHING , they continue with this request, they pissed me off, they are scammers !!!

Buongiorno,mi stanno stancando con la loro richiesta del'estratto conto di Novembre !!!Non invio più niente,è una presa per il sedere,ho richiesto svariate volte,di annullare il prelievo,così posso prelevarlo tramite criptovalute,ma loro,NIENTE,continuano con questa richiesta,mi hanno rotto i coglioni,sono dei truffatori !!!

Thank you for your reply, mauroalgisi. Do I understand correctly that you are not able to cancel the withdrawal yourself? 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.

Hi, thanks for your interest, I sent you the email, with the 2 emails attached, so you can see, that they insist on the account statement, without any alternative of canceling the withdrawal !!

Ciao,grazie x il tuo interesse,ti ho inviato la mail,con allegato le 2 mail,così puoi vedere,che insistono con l'estratto conto,senza nessuna alternativa di annullamento prelievo !!

Hi, I had to send the November bank statement, so they could see, that I never received the withdrawal (they were convinced that I had cashed the withdrawal money?), now, everything is resolved, they credited me again money ,in my casino balance,so,complaint closed !!!

Ciao,ho dovuto inviare l'estratto conto bancario di Novembre,così hanno potuto vedere,che non ho mai ricevuto il prelievo(erano convinti che avessi incassato i soldi del prelievo?),ora,tutto si è risolto,mi hanno nuovamente accreditato i soldi ,nel mio saldo casinò,quindi,reclamo chiuso !!!

Dear mauroalgisi,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina,

Casino.Guru