The player from Austria had been waiting for a month to receive a withdrawal after resolving KYC document issues. It appeared that the casino was holding back the payout, and the player had screenshots of their communication with support. The issue was resolved as the player received their winnings.
888 Casino - Player's withdrawal has been delayed.
Amount: €3,600
888 Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
15 hours ago
Public
Public
yesterday
Translation
Hello, I have been trying to receive my withdrawal for 1 month now. At first, it was the KYC documents, but those have been sorted out by now. I'm just waiting for the payout, and it seems to me that the casino is holding back my withdrawal. I have taken screenshots of every chat I had with support.
Automatic translation:
Public
Public
yesterday
Dear dennisweninger2,
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.
- Have you made any successful withdrawals before?
- Did you accumulate your winnings with or without an active bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,
Kristina
Public
Public
19 hours ago
Translation
Hello, the casino has just transferred the amount to me. It took a while, but I'm happy to have received my winnings now.
Automatic translation:
Public
Public
15 hours ago
Dear dennisweninger2,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
