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I withdrew the money on the 20th of last month and until today my money has not been reflected, on the 30th of last month it came out in the casino in successful withdrawals, I made two withdrawals on the 20th, one of 20 and the other of 5000 and it only reflected the one of 20 on the 30th I checked in my account and the 5000 raised the limit that they give me per month as the money is returned but until today the casino said that it was successful they asked me for the account statement for that entire month I sent it to them and I did not Nothing has been solved.

Retire el dinero el 20 del pasado mes y asta hoy no se a reflejado mi dinero, el 30 del pasado mes salio en el casino en los retiros exitoso ise dos retiros el 20 uno de 20 y otro de 5000 y solo se me reflejo el de 20 el dia 30 cheke en mi cuenta y el de 5000 arrebasie el limite que me dan al mes segun se regreso el dinero pero asta hoy dise el casino que fue exito me pidieron el estado de cuenta de todo ese mes se los mande y no me an solucionado nada.

Dear acnfoner,

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. Do I understand correctly that the casino claims that both withdrawals have been processed? Could you please advise what is the current status of both withdrawal requests? Are they marked as pending or processed in your account?

When did you send the requested bank statement?

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

The other withdrawals come out as success. But as I tell you, only one arrived. The statement I sent on May 12 was the statement for the entire month of April.

Sale como success los deos retiros. Pero como le digo solo uno llego. El extracto lo mande el 12 de mayo fue el extracto de todo el mes de abril.

that's my retirement

ese es mi retiro

Thank you very much for your reply, acnfoner. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They are the only messages that the casino left, it updated its message tray and only those were kept, the previous messages did not appear

Son los unicos mensajes que dejo eo casino actualiso su bandeja de mensajea y solo kedaron esos los mensajea anteriores no salen

Thank you very much, acnfoner, for your cooperation. 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 acnfoner for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BC.Game Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear acnfoner,

I can confirm that due to an issue with the processing merchant, this amount was refunded to the players account , and subsequently amounts of 1500 and 3000 MXN were withdrawn, and the remaining 500 MXN was used for gameplay.

acnfoner please let me know if you require any further information regarding this?

Kind regards ,

BC.GAME

Dear acnfoner,

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.

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.