Casino Secret - 選手の退出手続きが遅延しています。

I requested a withdrawal of my balance, but it hasn't been released for over two months. Even when I inquire, I'm only told that it's under review, so I can't move forward.

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Dear Ruruvv452,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay you are experiencing with your withdrawal.

To better understand your situation and assess how we can assist you, I would like to ask you a few additional questions:

• Could you please confirm the exact date when you requested the withdrawal?
• What payment method did you choose for the withdrawal?
• Have you successfully completed account verification (KYC)? If yes, when was it approved?
• Is the withdrawal still showing as "pending" in your account?
• Have you made any successful withdrawals from this casino in the past?

If it is more convenient for you, you may forward all relevant communication and documents directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Ruruvv452,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru