Reeltastic Casino - プレイヤーが賞金を受け取れずにいます。

Following the disbursement of a cash bonus they refuse to pay the amount of 1300 euros, claiming that my deposit of 50 euros is needed.

A seguito dell'erogazione di un bonus contanti rifiutano di pagare l'importo di 1300 euro,sostenendo che ci sia bisogno di un mio deposito a monte di 50 euro.

Dear Dwgggg,

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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you very much, where can I provide more screenshots?

Grazie mille,dove posso fornire ulteriori screenshot?

Dear Dwgggg,

Have you received your withdrawal from the casino yet?

Absolutely no

No,assolutamente

Thank you for your reply, Dwgggg. Do I understand correctly that the casino is asking you to make a deposit in order to process your withdrawal? Have you made any successful withdrawals before? Could you please advise if you have passed the verification?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you.

Dear Dwgggg,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.