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Supposedly, two payments were processed for me, one of 1400 bs and another of 600 bs. However, when I checked my account, they had not been credited and were also not listed in pending withdrawals. I reached out to support but never received a response, and I also emailed security. They responded initially, but after I made a complaint, they stopped replying... I need your help.

Supuestamente me hicieron efectivo dos pagos, uno de 1400 bs y otro de 600 bs, cuando reviso mi cuenta no habían sido abonado y tampoco figuraba en retiros pendientes, me comuniqué con soporte nunca me atendieron y el correo de security también escribí me respondieron pero hice el reclamo y nunca más respondieron… necesito su ayuda

Dear blankita114,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please, could you clarify if you have tried contacting your payment processor regarding this issue? Was it your first deposit in this casino? Please could you forward the payment receipt and any relevant communication to tomas@casino.guru? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Good afternoon, I sent emails to all the emails listed on the page and no one has responded to that withdrawal of 2000 bs, which according to your page was transferred to my bank. So far they don't show their faces and they answered me that I have two accounts and that they have to join them... but it's just a way to avoid the response for the theft they are doing.

According to those payments, they were already credited to my account, but they never actually arrived, and they were deleted from my pending withdrawals.

Buenas tardes, envié correos a todos los mails que figuran en la página y nadie ha dado respuesta sobre ese retiro de 2000 bs, que según su página fueron transferidos a mi banco. Hasta el momento no dan la cara y me respondieron que tengo dos cuentas y que tienen que unirlas… pero es solo manera de esquivar la respuesta para el robo que están haciendo.

Según esos pagos ya los abonaron a mi cuenta, pero en realidad jamás llegaron, y los borraron de mis retiros pendientes.

Dear blankita114,

Have you tried to reopen your old account in the casino with the help of casino support before you opened another account?

Did you use bonuses on either of your casino accounts, please?

I'll await your reply.

Yes, I tried to open it with support but they needed yes or yes my username and that was what I didn't know what it was, since some codes were generated and I didn't have my email linked to that account, and I proceeded to create a new account which is the one that I use and request the withdrawal from this account as I usually do, but my big surprise was that supposedly the casino had already proceeded to pay the money to my bank account, although it never arrived and there is the bank statement that never did! Said withdrawal arrived but they removed it from my pending withdrawals (stating by message on the page that they had already been credited to my bank account)

And on the subject of bonuses, I have never used them since I had a bad experience with another casino called agentspins.

Si, intente abrirla con soporte pero necesitaban si o si mi usuario y eso era lo que no sabía cuál era, ya que se generan unos códigos y no tenia vinculado mi mail a esa cuenta, y procedí a crear una nueva cuenta que es la que utilizo y solicite el retiro de esta cuenta como lo hago habitualmente, pero grande mi sorpresa fue que supuestamente el casino ya había procedido al pago del dinero a mi cuenta de banco siendo que jamás llegó y está el extracto bancario que jamás! Llegó dicho retiro pero lo eliminaron de mis retiros pendientes (haciendo constar por mensaje en la página que ya habían sido abonados a mi cuenta bancaria)

y sobre el tema de bonos nunca los he utilizados ya que tuve mala experiencia con otro casino que se llama agentspins

Thank you very much, blankita114, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.  

Hello there,

Thank you blankita114 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1xBet Casino LAT for their help in resolving this complaint. We would like to know what happened to the withdrawals and what can we do to help resolve this issue.

Thank you!

Dear blankita114,

We forwarded your request to the Payment System. As soon as they answer, we will inform you 

Dear blankita114,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear 1xBet Casino LAT, has there been any development to the state of the withdrawals?

Thank you in advance!

Dear Peter,

Both withdrawals were successful, the user received the confirmation of that in an email yesterday.

Thank you very much for the update. Dear blankita114, could you please confirm that you received the withdrawals? Thank you in advance!

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.