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Hello,

On December 9th, I requested two withdrawals: the first for 200 and the second for 300 euros.

On December 12th, I received the 200 euros as expected.

On December 13th, I wrote about the missing credit for the remaining 300 euros, even though I had received an email stating the WITHDRAWAL COMPLETED.

Just two days ago, after several pointless chats, an operator informed me that on December 14th, the casino canceled the 300 euro withdrawal (which they told me to eagerly await until then) without re-crediting the amount to my gaming account so I could request it again.

In short, the money has vanished into thin air! No one knows where it went!

Buongiorno,

in data 9 dicembre ho richiesto due prelievi: il primo di 200, il secondo di 300 euro.

In data 12 ho ricevuto la somma di euro 200 regolarmente.

In data 13 ho scritto circa il mancato accredito dei restanti 300 nonostante avessi ricevuto la mail di PRELIEVO COMPLETATO.

Solo due giorni fa dopo numerose chat inutili, una operatrice mi ha comunicato che in data 14 dicembre il casino ha cancellato il prelievo di 300 ( che fino a quel giorno mi avevano detto di attendere con ansia ), senza riaccreditarmi l importo sul conto di gioco in modo che potessi richiedlo.

In sintesi, soldi spariti nel nulla ! nessuno sa dovo sono finiti !

Dear ciulloalessio1,

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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Is your casino account blocked?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good afternoon,

after opening a report above, they responded to me from customer service by crediting me back the amount of 300 euros that had disappeared into thin air until yesterday, on my gaming account.

Obviously I immediately requested the withdrawal of the same.

Let's hope this doesn't take too long. I'll leave the topic open and update you in 5 days.

Buon pomeriggio,

dopo aver aperto segnalazione qui sopra, mi hanno risposto dal servizio clienti riaccreditandomi l'importo di euro 300 sparito nel nulla fino a ieri, sul conto di gioco.

Ovviamente ho richiesto subito il prelievo dello stesso.

Speriamo che anche questo non tardi. Lascio aperto il topic e vi aggiorno tra 5 giorni.

Dear ciulloalessio1, kindly update us once you have received the payment.