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Hello dear! Casino bonusbet has not withdrawn my funds to me for about 20 days. I have made many deposits. Account verified. The support does not tell me the reason for the delay in payment. Every day they promise that soon the request will be confirmed! And so every day! I don't have the strength to take it anymore! Help me please!

Dear xray200, 

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.

Have you made any successful withdrawals before? Do I understand correctly that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

This is my first withdrawal request. Successfully passed KYC check. I did not take any bonuses. I can't figure out what the problem is with the delay! The support service does not notify me! They write just wait a little! And so for 20 days! The withdrawal amount is very small! Why they do not confirm I do not understand!

Це перший мій запит на зняття коштів. Провірку KYC успішно пройшов. Бонусів ніяких не брав. Я не можу зрозуміти в чому проблема затримки! Служба підтримки мені не повідомляє! Пишуть тільки зачекайте трішки! І так вже протягом 20 днів! Сума виведення коштів зовсім незначна! Чому вони не підтверджують я не розумію!

Thank you very much, xray200, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello, xray200!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Finally after three weeks I received my funds. The complaint can be closed. Thanks for the help.

Нарешті через три тиждні я отримав свої кошти. Скаргу можно закривати. Дякую за допомогу.

Dear xray200,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Pavel K

Casino Guru Team