Dear Ser,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please confirm that you’ve completed your account verification successfully in the past and your withdrawal has been confirmed? Moreover, was this your first withdrawal request in this casino?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi, that was my first withdrawal and as far as I understand there is no verification as it is cryptocurrency casino unless they ask for it. However, the thing that worries me is that they do not reply to emails. Also they state that they process the withdrawals within 24 hours. Even if casinos do not keep up with their terms they respond to the emails but this one does not. That is what worries me the most

Thank you very much Ser for providing all the necessary information. 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.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

Hi, the complaint has been resolved, I received my withdrawal. They were doing some security check. Thank you

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.