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Hello, I would like to ask for help regarding a withdrawal. I have been waiting for 480 hours now. I have had my account for a long time and it has been verified multiple times. This isn't my first withdrawal, yet I keep getting put off with the excuse that my payment has been forwarded to the relevant department and is awaiting processing. In my opinion, they are deliberately holding onto the funds (which is standard practice for them, though I’ve never waited this long before). Could you please help with this matter?

I’d also like to add that I’ve had an account with them for a very long time and have made quite a few deposits...

I’ll also attach my live chat transcripts to the files; they are in Polish, though—I imagine a translator tool can easily translate them for you.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time you successfully withdrew funds from this casino?
• Did you use the same payment method for your previous successful withdrawals as you used before?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

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

Best regards

Veronika

The last time I made a withdrawal was on July 9, 2026 (a month ago); however, in the meantime, I deposited around 1,600 PLN—the exact same amount I am currently trying to withdraw.

For years, I have withdrawn exclusively to my Jeton wallet, and my recent withdrawals went there as well.

I played only slots (mainly Hacksaw Gaming, due to their good RTP), and—as always—I claimed a deposit bonus and met the wagering requirements in accordance with the terms and conditions.

I should also add that I certainly haven't exceeded any withdrawal limits—at least not the ones officially stated in the player terms and conditions.

One more question: is it worth filing a complaint with the Curaçao Gaming Authority, or should I wait to see what you manage to find out?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Galagda,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika