MilkyWay Casino - プレイヤーの撤退が遅れており、不完全です。

On January 8th of this year, I made a withdrawal of 400 pesos, and they told me it had been processed and that I just had to wait 5 business days. Today, I checked my account and only have 200 pesos, and my withdrawal is nowhere to be seen. It was a lie that it had been processed, and they stole 200 pesos from me. I just want my money back in full.

Desde el 8 de enero de este presente año realicé mi retiro de 400 pesos y ellos mismos me dijeron que ya habían procesado que ahora tenía q esperar según 5 días hábiles y el día de hoy entre ala cuenta y y tengo 200 pesos y nada de mi retiro aparece era mentira que lo habían procesado y aparte me robaron 200 pesos solo quiero mi dinero completo

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Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

They even deleted my account data, and it now says I verified the account again, but my transaction records no longer appear in my account at that casino.

Hasta borraron mis datos de la cuenta y me aparece que verifiqué de nuevo la cuenta y los registros de mis transacciones ya no aparecen en mi cuenta de dicho casino

Thanks for your reply.

• Do you currently have access to your player's account?
• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Please let me know.

Dear Maguiss7,

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,
Tomas
Casino.Guru