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I haven't received my withdrawal.

They've restricted me so that I can only withdraw in 500 euro increments.

I had over 3000 euros in the account.

I can't stop playing and now I'm left with just 1557.

This is definitely gambling addiction. I have relapsed again.

They delay payments so that you keep playing.

I've chatted with them for a resolution, but they've closed my account.

But my withdrawals haven't come through.

No recibo mi retiro.

Me han hecho que solo pueda retirar de 500 euros en 500 euros.

Tenía más de 3000 euros en la cuenta.

No puedo parar de jugar y me quedan 1557.

Esto seguro que es ludopatía.He vuelto a recaer.

Atrasan los pagos para que sigas jugando.

He chateado con ellos para que me den una solución y me han cerrado mi cuenta.

Pero los retiros no me llegan.

Dear janquel,

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 when exactly you requested the withdrawal?
• Do I understand correctly that you still had €1,557 in your casino account when it was closed?
• When was your account closed?

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

On Saturday, May 25, I was making the withdrawal and it wouldn't let me. I contacted customer service and they told me that I was bronze, I could only make a withdrawal of 500 every 24 hours, if there are three you already have to stop for them to process it. Well That's how I did it, I made a withdrawal of 500 on the 25th, May 26th and 27th. They told me via chat that they process it at most in three business days. I contact them and they say that there is a queue and it has not been processed.

Withdrawals remain unprocessed and can be cancelled.

Last night I won several high prizes and I got another 1,500 euros that I couldn't withdraw, of course it was occupied by the three previous withdrawals.

I already notice that I can't stop playing and increasingly higher amounts of which the 1450 euros are gone soon.

This morning I contact customer service regarding my behavior and tell them about the withdrawals and it's in line and they tell me again.

I tell customer service what is happening to me, that I feel like rejecting withdrawals because of the anxiety I had. Customer service takes its time and tells me that seeing the problem, it can close my account and not to worry. that finance is in charge of payments even if the account is closed.

I send you a screenshot of the deadlines they set to process withdrawals in the chat (they have not been met)

I am sending you screenshots of the three withdrawals of 500 euros.

And it takes into account 57 euros

I'm sending you a screenshot of all open chats with customer service.

And my two incomes of 200 and 500 euros.

I don't know the logic of delaying withdrawals so much, but the addicted person is gambling as long as there is money.

I hope you can help me.

El sábado 25 de mayo estaba haciendo el retiro y no me dejaba contacté con atención al cliente y me dijo que yo era bronce solo podía hacer un retiro de 500 cada 24 horas,si hay tres ya te tienes que parar a qué lo procesen.Pues así lo hice hice un retiro de 500 el 25 el 26 y 27 de mayo.Me dicen por chat que como mucho tres días hábiles lo procesan.Me pongo en contacto con ellos y dice que hay cola y no se ha procesado.

Los retiros siguen sin procesar y se pueden cancelar.

Anoche me tocó varios premios altos y conseguí otros 1500 euros que no podía retirar claro estaba ocupado por los tres retiros anteriores.

Ya noto que no puedo parar de jugar y cada vez cantidades más altas la cual los 1450 euros se van pronto.

Está mañana me pongo en contacto con atención al cliente referente a mi comportamiento y les digo lo de los retiros y está en cola me dicen otra vez.

Le cuento a atención al cliente que me está sucediendo que me está entrando ganas de rechazar los retiros por la ansiedad que tenía.La cual atención al cliente se toma su tiempo y me dice que viendo el problema puede cerrar mi cuenta y que no me preocupe que finanzas de encarga de los pagos aunque esté la cuenta cerrada.

Les mando captura de los plazos de que ponen para procesar los retiros en el chat(no se han cumplido)

Les mando captura de los tres retiros de 500 euros.

Y queda en cuenta 57 euros

Le mando captura de todos los chat abierto con atención al cliente.

Y los dos ingresos mios de 200 y 500 euros.

No sé qué lógica tiene retrasar tanto los retiros pero la persona ludopata mientras haya dinero está jugando.

Espero puedan ayudarme.

On Friday I receive an email that the three withdrawals have been returned to me.

I contact customer service and they ask me to give them my account number and my information and to continue waiting for my withdrawal to be processed in three business days, on Saturday and Sunday they get in the way.

I send the email.

El viernes recibo un correo que me han devuelto los tres retiros.

Contacto con atención al cliente y me piden que les dé mi número de cuenta y datos mios y que siga esperando a que se procese mi retiro en tres días hábiles el sábado y domingo se meten por medio.

Mando el correo electrónico.

Thank you for your reply, janquel. Could you please clarify if you currently have access to your casino account?

Additionally, I have not received any screenshots from you. Please forward everything to [email protected]. Alternatively, you can post it here. Thank you in advance.

I don't have access to my account.

I have sent you all chat.

Lies over and over again.

No tengo acceso a mi cuenta.

Te he enviado todos chat.

Mentiras una y otra vez.

Thank you very much, janquel, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you

Gracias

After a million messages it was finally resolved.

One day in the chat and another day.

Después de un millón de mensajes por fin se resolvió.

Un día en el chat y otro día.

After a million messages it was resolved.

Thank goodness it was a small amount.

He did not advise anyone.

Después de un millón de mensajes se resolvió.

Menos mal que era poca cantidad.

No aconsejó a nadie.

What great news, janquel!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru