I'm going to ask about the VIP manager

Voy a preguntar lo del gestor vip

Thank you, yes, I know that the Guru team will help me, that is why I filed the complaint. I will remain patient.

Gracias, sí el equipo gurú sé que me vais a ayudar, por eso puse la queja. Seguiré paciente.

That would be the most sensible thing to do. Make sure you try to communicate about your withdrawal, but not nonstop because you will probably be fed up with answers that will be exactly the same from the casino. I see that another player managed to get his money, so I believe it's just a delay and you will get it too.??

I wouldn't stop because you won't be able to withdraw by themselves. What is your daily minimum?

Yo no pararía porque por ellos mismos no vas a poder retirar. Cual es tu mínimo diario?

Right now 500 so imagine

Ahora mismo 500 así que imagínate

They keep giving me the runaround, it's incredible. It's been more than 15 days and I haven't heard anything, and the VIP advisors haven't responded to me either. I need to report them because it's incredible. I'm very angry.

Me siguen dando largas es impresionante ya van más de 15 días y no sé nada, no me responde tampoco los asesores vip. Es para denunciarlos porque es increíble, estoy muy enfadada.

I saw that the casino has already been contacted so I wonder if they will reply and clarify the situation. I hope they will and everything can be resolved in the future. 

But we will just have to wait for that to happen.

Fingers crossed.??

Update, after more than 20 days it turns out that out of the 3 pending withdrawals of 500 euros, they canceled 1. They tell me that there was a technical error with the payment provider (attached screenshot), how mysterious that the other two payments did not have an error and that one did, now I have to start over again and I have 9500 so imagine, it is not fair and the funniest thing is that the other 1000 are already in the account it did not take long, for that 20 days, incredible. Now I am asking customer service what happened, let's see how they give me. We have to be more agile with this because the 9500 is going to cost me my life. I am very angry.

Actualización, después de más de 20 días resulta que de los 3 retiros pendientes de 500 euros me cancelan 1. Me dicen que un error técnico con el proveedor de pagos ( adjunto captura) , que misterioso que los otros dos pagos no tengan error y ese sí, ahora otra vez volver a empezar y tengo 9500 así que imaginad, no es justo y los más gracioso es que los otros 1000 están ya en cuenta no han tardado nada, para eso 20 días, increíble. Ahora les estoy preguntando en atención al cliente que ha pasado, a ver las vueltas que me dan. Hay que dar más agilidad a esto porque los 9500 me va a costar la vida. Estoy muy enfadada.

Attached screenshots

Adjunto capturas de pantalla

Update, customer service can't explain why they don't have access to the finance department, meaning no one can give me any information. This casino is a hoot.

Actualización, en atención al cliente no te saben explicar porque no tienen acceso al departamento de finanzas osea que nadie me puede dar información. Lo de este Casino es de traca.

Greetings, I also received it after about the 20th day. 2 out of 3 withdrawals of 800 euros I did not receive the last withdrawal because they said there was a technical problem, you will receive your money only very slowly and he did everything to delay the withdrawal as much as possible , the only thing you can do is wait patiently

üdv?zletem én is kb 20.nap után kaptam.meg 3 db 800 eurós kivonasbol 2 db ot az utolsó kivonást nem kaptam meg mert azt mondták.technikai probléma lépett fel,meg kapod a pénzed csak nagyon lassan es mindent elk?vetett hogy minél jobban elhuzzak a kivonást, egyetlen dolog amit tudsz tenni türelmesen várni

I can see you didn't make much of a breakthrough, but another player gives you at least a little reassurance. You'll have to be patient. 

Even Peter has contacted the casino and I'd be very happy if it would speed things up. But I believe you will get your money, even if it is not lasting the least.

I wish it were otherwise.??

Have you received everything? I have 9000 more, well now 9500

Ha recibido todo? Yo tengo 9000 más, bueno ahora 9500

Thanks, I'll send this to incidents as well

Gracias voy a enviar esto también a incidencias

Hello, I haven't been able to withdraw more money yet, because I'm on vacation and where I'm staying, I can't visit the site, but I'll let you know in January if I'll receive the withdrawals or not

üdv?zletem még nem sikerült t?bb pénzt kivonni mivel nyaralok es ahol tartózkodom nem tudok fellepni az oldalra de januárban értesítelek ha kapom majd a kivonasokat vagy sem

Ann, okay, thanks, you'll tell us.

Ann vale gracias, ya nos contarás

I saw that you should get two of the three withdrawals in the near future. So hopefully it will be soon and this will start a more positive and faster withdrawal process.??

Do you know the last one they did to me? I was at VIP level 1 at 75, getting close to 2, but stuck for weeks despite playing. Well, I haven't logged in for 3 days and they've dropped me to level 1 without 75. The explanation they give is that a machine does it. Sorry? It didn't go up, but it went down really fast. I have 8000 to withdraw and 1500 in withdrawal. It's known that they don't want me to withdraw it quickly. Really, this Casino is amazing. When I withdraw the money, I'll never do it again.

?Sabéis la última que me han hecho? Estaba en el nivel vip uno en 75 acercándome al 2 pero estancado durante semanas a pesar de jugar. Pues llevo 3 días sin entrar y me han bajado al nivel 1 sin 75. La explicación que dan es que lo hace una máquina. ?Perdón? Subir sí que no subió pero bajar bien rápido. Tengo 8000 por sacar y 1500 en retiro. Se conoce que no quieren que lo saque rápido. De verdad que lo de este Casino es flipante. Cuando saque el dinero nunca más .

You as a player can of course decide when you withdraw the money how it will be further, whether you will play here or not. If you see more negatives and besides the withdrawals also elsewhere, then I don't blame you too much. 

However, I keep repeating it, but the most important thing now is to get all the money. 

Then you will probably leave this casino if I understand correctly.  

After making numerous deposits, my account was closed without warning. The explanation they gave me was due to an administrative decision. They did not let me spend any funds or bonuses and they did not refund anything.

A mí después de hacer numerosos depósitos me cerraron la cuenta sin previo aviso . La explicación que me dieron es por una decisión administrativa. No me dejaron gastar saldo ni bonos y noe reembolsaron nada