Withdrawal delay

My account was closed. They asked for my documents to verify KYC so they could withdraw my funds manually. So far, so good, but I've been waiting for a response for almost a month, and I always receive the same automated response to every email I send. Very poor customer service and very poor management. I've been waiting a month for a withdrawal. If you want to receive your money quickly (or receive it at all, since I don't know if I will be paid), don't register here! You're warned

Dear javi232323,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that your documents haven't been approved?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Could you tell me which games you focused on?

A little bit of everything

Do I understand correctly that your documents have not been approved?

No, I sent them over a month ago and still haven't received a response. No matter how many attempts I've made to contact them, they just say they're busy.

Did you accumulate your winnings with or without an active bonus?

I didn't use bonds

?Podrías indicarme en qué juegos te concentraste?

Un poco de todo

?Entiendo correctamente que sus documentos no han sido aprobados?

No, yo los envié hace más de un mes y sigo sin respuesta, por más intentos que haya de contactar, solo dicen que están ocupados.

?Acumulaste tus ganancias con o sin bono activo?

No usé bonos

Hello javi232323,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, and I apologize for the delayed response, javi232323. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.