Hi the payments I made were all successful ... For the withdrawal they asked me for all the documents and I sent them ... Again this is the second day that I wait for the bonic ... The fact is that I am not they answer the email .... I have to. Worrying ???? Thanks

Salve i versamenti che hi fatto sono andati tutti a buon fine... Per il prelievo mi hanno chiesto tutti i documenti e li ho mandati... Ancora questo e il secondo giorno che aspetto il bonico... Il fatto e che nn mi rispondono all'email.... Devo. Preoccuparmi???? Grazie 

Dear Antonino,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but it is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. None of the licensed casinos takes verification lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful or we need to intervene. Thank you in advance for your reply.

Best regards,

Petronela

Yes, thank you, I asked you why the gold does not respond and I wanted to know how it worked as it is the first time that I make a withdrawal ... However, given your answer, I am calm, waiting for me to get a bony again at 48 hours. They previously told me within 48 hours this morning after so many emails that I sent they said to me within 7 working days .... Can I feel comfortable ???? Thanks for your availability....

Si grazie ho chiesto a voi perche l'oro nn rispondono e volevo sapere come funzionava la cosa visto che e la prima volta che faccio un prelievo... Pero visto la vostra risposta sto tranquillo aspettero che mi facciano un bonico ancora a 48 ore.. Loro prima mi avevano detto entro 48 ore stamattina dopo tante email che ho mandato mi hanno detto entro 7 giorni lavorativi.... Posso stare tranquillo???? Grazie della vostra disponibilità.... 

Dear Antonino,

I will set the timer for 4 days and if there is no reply by Monday next week, please get back to me and we will contact the casino. Does it sound acceptable? 

Yes, thank you very much ... Very kind

Si grazie benissimo... Molto gentili

No worries. Let’s wait up till Monday.

Yes, thank you very much ... Very kind

Si grazie benissimo... Molto gentili

Antonino,

Is there any update please? Thank you.

They asked me for the same documents ... I just want the bank transfer in the same card I made the payments .... If you have the possibility to make me make the bank transfer please can intervene ... Gua 8 days have passed and still nothing ... Thanks for your interest ... I await your answers ...

Mi hanno richiesto i stessi documenti... Io voglio solo il bonifico nelka stessa carta cge ho fatto i versamenti.... Se voi avete la possibilità di farmi fare fare il bonifico perfavore potete intervenire... Gua sono passati 8 girni giorni e ancora niente... Grazie per il vostro interessamento... Attendo vistre risposte... 

Dear Antonino,

It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process, but it's not unusual. I recommend you to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Unfortunately, I don’t have any power to influence KYC verification and payment method. It is between you and the casino only. Please cooperate with the casino and you should receive your winnings in no time. 

Ok thanks retry

Ok grazie riprovero

Dear Antonino,

Please could you update the status of your complaint? Thank you very much.

Good morning on. My state and still suspended always ask me for documentation I send them and their m8 always reply with send documents ... I don't know. More what I have to do in almost a month ... And still no talk about it ... Or send all the documents that ask me at least 4 or 5 times ...

Buongiorno il. Mio stato e ancora sospeso mi domandano sempre documentazione io li mando e loro m8 rispondono sempre con manda documenti... Nn so. Piu cosa devo fare a quasi un mese... E ancora nn se ne parla... O mandatto tutti i documenti che mi chiedono almeno 4 o 5 volte... 

Thank you very much Antonino for your quick reply. I believe it’s tme for us to intervene. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ok thanks very kind. I hope to have my money soon

Ok grazie molto gentile. Spero presto di avere i miei soldi

Hello Antonino,

Thank you for providing us with the information we requested and your patience. We will now try to get in touch with the casino and find more information case. 

Ok thanks juli ... I await your answers

Ok grazie juli... Attendo vostre risposte

Hi juli percaso are you new ???? Thank you

Salve juli percaso ci soni novità???? Grazie 

Hello Antonio,

Thank you for contacting us!

I would like to inform you that your demand will be reveiwed from the relevant department and we will provide you an answer as soon as possible.

Have a nice evening!

Regards,

Tony

Hello Antonino,

Is there any update please? Thank you.

Still nothing .. They always ask for documentation

Ancora niente.. Domandano sempre documentazione

The procedure can even take more than weeks, especially if you requested a withdrawal for the first time. This is why we advise players to be patient in cases like this. I recommend you to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Please let us know if this advice was helpful. 

Yes, thank you Julius, the bank transfer finally arrived .... Thanks for your advice ...

Si grazie juli finalmente il bonifico mi e arrivato.... Grazie per i vostri consigli...

That's great news, congratulations! You are very welcome. Thank you for using the Casino Guru complaint resolution center. We will now close the complaint as 'resolved' in our system. Should you need any further help, feel free to contact us.