Hi, I made a refund that appears to me in the casino account as approved by the operator, but it never affected my account. I also could not reload more balance with the same card. I tried to contact myself several times to see what happens to my account, but I never had an answer.

Hola, hice un reintegro que me figura en la cuenta del casino como aprobado por el operador, pero no se impacto nunca en mi cuenta. Tampoco pude recargar más saldo con la misma tarjeta. Intente contactarme varias veces para consultar que pasa con mi cuenta, pero nunca tuve respuesta.

Dear Mauricio,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly that you have requested a withdrawal, which is pending now, but the amount has not been deducted from your active balance? Could you please advise if it has been your first withdrawal in this casino? Have you completed KYC account verification successfully in the past?

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

It is my first refund. I was credited today (August 4), and not the date it said on the page (July 29). Thanks for the help!

Es mi primer reintegro. Se me acredito hoy (4 de agosto), y no la fecha que decía en la pagina (29 de julio). Gracias por la ayuda!

Dear Mauricio,

I’m very sorry, but I still don’t understand what the issue is. By "refund" do you mean "withdrawal"? Are you trying to withdraw your winnings? 

Yes, it is a withdrawal of funds. That according to the casino they had done it on 07/29 but it was not. They transferred me after sending emails and submitting the claim here on 08/04. So I was able to withdraw my earnings. But bad experience in this casino. Thanks for the help!

Si, es un retiro de fondos. Que segun el casino lo habian hecho el 29/07 pero no fue asi. Me transfirieron despues de enviar mails y presentar el reclamo por acá el 04/08. Asi que ya pude hacer el retiro de mis ganancias. Pero mala experiencia en este casino. Gracias por la ayuda!

Thank you very much, Mauricio, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Yes, it has been resolved. I close the complaint, and very satisfied with the intervention of Guru casino! Thank you!

Si, ha sido resuelto. Doy por cerrada la queja, y muy conforme con la intervención de Guru casino! Gracias!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Mauricio, for your kind words and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

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