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except for two withdrawals of 500 euros (this is the maximum limit per withdrawal every 24 hours) made on 26/02/2021 and 28/02/2021 and in chat confirmed that they would have been paid to me on 02/04/2021 and 04/04/2021 were today canceled by the casino itself

only after contacting the chat was I told that they canceled the withdrawals as they changed the provider from trustly to paymentiq and that the system canceled everything

the absurd thing is that I have not received any official communication, they have not replied to my email and above all now I will have to redo a withdrawal every 24 hours and I will have to wait for the whole process ... I specify that on the gaming account I have between withdrawals and balance available for about 7000 euros, at this rate it will take me months to withdraw everything

salve due prelievi di 500 euro (questo e' il limite max a prelievo ogni 24 ore) effettuati in data 26/02/2021 e 28/02/2021 e in chat confermati che mi sarebbero stati pagati in data 02/04/2021 e 04/04/2021 sono stati in data odierna annullati dal casino stesso

solo dopo aver contattato la chat mi e' stato detto che hanno annullato i prelievi in quanto hanno modificato il provider da trustly a paymentiq e che il sistema ha annullato il tutto

la cosa assurda e' che non ho ricevuto alcuna comunicazione ufficiale, non hanno risposto alla mia email e soprattutto ora dovro' rifare un prelievo ogni 24 ore e dovro' attendere tutta la trafila...specifico che sul conto di gioco ho tra prelievi e saldo disponibile per circa 7000 euro, di questo passo mi faranno impiegare mesi per prelevare il tutto

Dear Giuseppe,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please forward any relevant communication to petronela.k@casino.guru?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Was it your first withdrawal attempt in this casino? Do I understand it correctly that payments are still pending inside your account without being processed due to a change of payment provider?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

hi first of all thank you for your interest and at the same time I apologize for a typo I made when creating the post, I come straight to the point:

the withdrawals are dated 26/3 and 28/3 and not 26/2 and 28/2 as incorrectly indicated, but this does not take away the rest ... essentially arbitrarily and without communicating it to me they canceled them, in fact after having waited 9 days from the withdrawal (while previously I received the withdrawal in 3 days as per their terms and conditions) I had to repeat the withdrawals again and submit to the policy on them, therefore having to redo a withdrawal of max 500 euros every 24 hours and wait for the whole timing for evasion and this is honestly intolerable considering that I have to withdraw thousands of euros

I conclude that in chat today they guaranteed me that by tomorrow they should process the first withdrawal ... I update you and thank you again

salve innanzitutto vi ringrazio per l'interessamento e contestualmente mi scuso per un errore di battitura che ho fatto creando il post, vengo subito al punto:

i prelievi sono datati 26/3 e 28/3 e non 26/2 e 28/2 come erroneamente indicato, cio' pero' non toglie il resto...in sostanza arbitrariamente e senza comunicarmelo li hanno annullati, difatti dopo aver atteso 9 giorni dal prelievo (mentre in precedenza ricevevo il prelievo in 3 giorni come da loro termini e condizioni) ho dovuto di nuovo ripetere i prelievi e sottostare alla politica sugli stessi, dovendo dunque rifare una prelievi di max 500 euro ogni 24 ore e riattendere tutta la tempistica per l'evasione e cio' onestamente e' intollerabile considerando che devo prelevare migliaia di euro

concludo che in chat oggi mi hanno garantito che entro domani dovrebbero evadere il primo prelievo...vi aggiorno e vi ringrazio nuovamente

Thank you very much, Giuseppe, for your reply and update. I have corrected the "Case Summery". Please keep me informed. I will be waiting for some good news patiently.

hi again

for two days they assured me that by today at least the first withdrawal would be left (requested on 26/3 and then redone on 2/4 after their arbitrary cancellation), this morning they verified that it had been approved and that I would receive an email which confirmed my escape

well I see him picking and even undoable Chat Now have again changed version .... I'm exhausted .... please tell me what do I have to take almost 7000 euro 🙁

salve di nuovo

per due giorni mi hanno assicurato che entro oggi sarebbe partito almeno il primo prelievo (richiesto il 26/3 e poi rifatto il giorno 2/4 dopo il loro arbitrario annullamento), stamattina mi hanno verificato che era stato approvato e che avrei ricevuto una email che mi confermava l'evasione

ebbene io il prelievo lo vedo ancora annullabile e ora in chat hanno di nuovo cambiato versione....sono esausto....ditemi cosa fare vi prego devo prelevare quasi 7000 euro 🙁

Thank you very much, Giuseppe, for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

hi again

I update you ... yesterday in the evening the first of the many withdrawals that I will have to do is finally in "complete" status and in chat they reassured me that the transfer has been issued even if I have not received any email from them confirming this (in the past they automatically sent emails at the time of evasion)

obviously we will know shortly if they actually paid these first 500 euros and if today they process the second withdrawal as promised several times

thanks for your attention

salve di nuovo

vi aggiorno...ieri in serata il primo dei tanti prelievi che dovro' fare risulta finalmente in stato "completo" e in chat mi hanno rassicurato che il bonifico e' stato emesso anche se non ho ricevuto alcuna loro email che mi conferma cio' (in passato in automatico al momento dell'evasione inviavano mail)

ovviamente sapremo a breve se effettivamente hanno pagato questi primi 500 euro e se oggi processano il secondo prelievo come promesso piu' volte

grazie per l'attenzione

Hello Giuseppe!

I will take care of your complaint from now on. Since there was already positive movement with your issue, I'd like to suggest, that we wait if you'd receive any funds. I sincerely hope that your withdrawals will be successful.

thank you very much for your interest in any case I received yesterday the first two withdrawals of 500 euros and today a third withdrawal, I still have to withdraw 4500 euros but at this point I feel more comfortable .... I will update you step by step

Thanks again

grazie mille dell'interessamento in ogni caso ho ricevuto ieri i primi due prelievi da 500 euro e oggi un terzo prelievo, devo ancora prelevare 4500 euro ma a questo punto mi sento piu' tranquillo....vi aggiornero' step by step

grazie ancora

Hello!

Great news to see! I will wait for you to confirm that you received all the transactions and then we will be able to close this complaint as 'resolved'.

Hello Giuseppe!

Did you receive all your withdrawals? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.