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Good evening, I have a problem with the casino where I played, I requested a withdrawal more than two months ago where it was sent but my bank rejected it due to lack of proof of payment, which I requested and it never arrived... how did my bank reject it? withdrawal, returned the money to the issuing account and sent me the proof of return...

From there, they began to ask me for data and documents to proceed to resolve the transaction but it was never resolved, and they have kept me on the go and waiting for a long time. I wanted to know if you can help me with this case, thank you very much

Buenas noches , tengo un problema con el casino donde jugué, solicité un retiro hace más de dos meses donde el cual , fue enviado pero mi banco lo rechazó por falta del comprobante de pago, que solicite y nunca llegó... mi banco como rechazó el retiro, devolvió el dinero a la cuenta emisora y enviandome el comprobante de la devolución...

A partir de ahí, empezaron a pedirme datos y documentos para proceder a resolver la transacción pero nunca se solucionó, y me tienen a las vueltas y esperando hace mucho tiempo. quería saber si pueden ayudarme con este caso, muchas gracias

Dear nicolascampodonico7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus, please? Have you made any successful withdrawals before?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Good morning, I have accumulated the earnings without active bonus and I was never able to make a successful withdrawal since this was the first

Buenos días, he acumulado las ganancias sin bono activo y nunca pude realizar un retiro exitoso ya que este era el primero

Thank you for your reply, nicolascampodonico7. Do I understand correctly that you have provided all the required documents?

Could you please forward the communication between you and the casino to kristina.s@casino.guru?

I have sent the requested

Eh enviado lo solicitado

Is there any news?

Hay alguna novedad?

Thank you very much nicolascampodonico7 for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Nicolas,

I will assist you with the complaint from now on. I'd like to invite representatives of Casimba Casino into this discussion in order to provide us with an explanation of the situation and help us resolve the withdrawal issue.

Casimba Casino, could you advise what options are there for Nicolas to withdraw his winnings successfully?

We would like to ask Casimba Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Casimba casino still hasn't given me an answer and hasn't sent me my withdrawal

Casimba casino sigue sin darme respuesta y sin enviarme mi retiro

Nicolas,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I recommend you to contact the casino's alternative dispute resolution service eCogra and file a complaint there

https://ecogra.org/forms/adr-dispute-step-1

I am very sorry I couldn't help more, and I sincerely hope you won’t come across a problem like this again.