The player from Germany had been waiting for a withdrawal to be processed for 2 weeks before submitting the complaint. The player was informed about processing the withdrawal, but the complaint has been closed as 'unresolved' because there was no progress even 1 month after the casino was notified about the player's complaint.
Ares Casino - The player's withdraw is delayed.
Black points: 274
Amount: €3,000
Ares Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.6
Ares Casino has a Safety Index of 2.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Delayed payment, status unknown
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Have made a payment of 3000 euros since January 25, 2022.
Since then, the status has been accepted and nothing has changed to this day.
Have contacted the chat hotline several times.
Always hear the same.
I've contacted support several times and haven't gotten a response.
Automatic translation:
Public
Public
2 years ago
Hello chiarellolucio72,
Thank you very much for submitting a complaint and I'm sorry to hear about your issue with Ares Casino. Allow me to ask you a few more question before we would move forward.
Is your account already verified and if yes, when did you finish the verification? Did you use any bonus to accumulate your current balance?
Note, that we always recommend to wait at least 14 days after the verification for the money to arrive specially if it's your first ever withdrawal.
Please forward any additional screenshots and relevant proof to nikolas.b@casino.guru.
Regards,
Nick
Public
Public
2 years ago
Translation
The last payout I initiated of 5000 euros was on December 30th, 2020.
It was transferred within 4 working days.
Automatic translation:
Public
Public
2 years ago
Hello chiarellolucio72 and thank you for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 years ago
Hello, chiarellolucio72,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Ares Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Ares Casino Team, could you please state the reason why the player's withdrawal has not been fully processed yet and when can she expect the payment?
Thank you in advance for providing the information.
Public
Public
2 years ago
Dear chiarellolucio72,
Thank you for the information.
We would like to ask Ares Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.
Public
Public
2 years ago
Hello,
As we can see this withdrawal is still awaiting, the player received a confirmation email in which he can see the waiting period for his withdrawal.
Have a nice day.
Kind regards,
Alex
CST
Public
Public
2 years ago
Greetings all,
Thank you, Ares Casino Team, for your reply.
Dear chiarellolucio72,
If I am not wrong, today it is only 16 business days that passed since your withdrawal request. Please let's wait a few more business days, stay positive and give the casino some more time to fully process your withdrawal. I am extending the timer and I will wait for your update, next week. Please let us know about any progress.
Public
Public
2 years ago
Translation
Then I got in touch via the chat online.
Also only negative.
This is the chat history:
Nadia
LUCIANO C*****
Hi there,
In the meantime, 28 days and 20 working days have passed since I initiated the payout and nothing has changed in the status to date.
If I have to pay something, for example rent or something else, I have 3-4 working days to transfer it.
But almost a month is unacceptable.
I would like a clear answer as to why it is taking so long.
And not the usual answers they write me that I need email confirmation and patience.
Nadia
Hello and welcome to our live chat session!
Just let me check your account, I'll be right back.
Thanks.
We can see your request is pending.
Unfortunately we cannot speed up this process.
LUCIANO C*****
I've been hearing that for weeks
It said 21 days at the latest
According to their confirmation
Nadia
I'm sorry but we are not the finance department and cannot answer such questions as we have no insight into their work.
You will immediately receive an answer by e-mail.
LUCIANO C*****
I'm curious
Because I wrote to support I didn't get an answer
Nadia
You will immediately receive an answer by e-mail.
Since you don't need any further help, we're closing live chat now.
Thank you for contacting our support team.
Have a nice day!
I didn't get an email.
Greeting
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Dear chiarellolucio72,
21 working days will elapse on Wednesday, February 23, 2022.
I understand your concerns, but the time frame set by the casino has still not been exceeded. I am extending the timer until the end of Wednesday (as I set it last week).
Provide us with an update on Thursday, please. I will keep the complaint open and I will wait for your reply. If the status of your withdrawal does not change, I will intervene and re-invite the casino to this open thread.
Public
Public
2 years ago
Translation
Hello Branislav,
Unfortunately nothing has happened up to now.
Status has not changed.
Still in process.
Something must be wrong there.
Support does not answer.
Just empty promises.
Hello Chiarello 
Automatic translation:
Public
Public
2 years ago
Hello, chiarellolucio72,
Thank you very much for the update. I highly appreciate your patience.
Dear Ares Casino Team,
The waiting period for the withdrawal, as you mentioned above, has been passed today.
Could you please provide us with the current status of the player's payment? Would you be so kind and help us to speed up the process? When can the player expect the withdrawal to be fully processed?
Public
Public
2 years ago
Translation
Hello Branislav,
I contacted ares support again yesterday.
Even though the deadline of 21 working days has long passed, I receive such information.
Hello Luciano,
Your payout is currently still going through the standard verification process (checking game, account and financial history). This process usually takes around 21 business days (Monday to Friday) but may take a little longer due to the high volume of requests. We apologize for the delay. It should be processed promptly.
Thank you for your patience and understanding.
With best wishes,
IV
Customer Support Team
Automatic translation:
Public
Public
2 years ago
Thank you, chiarellolucio72, for providing the update.
However, I would like to wait for the casino to respond with an approximate time frame in which the casino should process your withdrawal.
Public
Public
2 years ago
We would like to ask Ares Casino to reply to this complaint, especially to questions in my post from 23th of February 2022. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.
Public
Public
2 years ago
Translation
Hello Branislav,
Today they credited me with 100 instead of paying out.
Is a cheek.
Greeting 
Automatic translation:
Public
Public
2 years ago
Hello, chiarellolucio72,
Thank you for keeping us updated. Is it bonus money or real money? What is the status of your withdrawal?
It could be a form of compensation for a lengthy withdrawal process. These transactions can be done immediately, based on the casino's decision (regardless of processes that the casino cannot speed up, such as withdrawal execution by the payment provider).
We would like to also receive an update from the casino's representative. We are still waiting for their response.
Public
Public
2 years ago
Translation
Unfortunately only bonus money. Had to convert 5000 euros.
Nothing has changed in status. Still in process.
Automatic translation:
Public
Public
2 years ago
Thank you very much. I sincerely hope the casino will provide us with an update soon.
Public
Public
2 years ago
Translation
Apparently the 100 euro bonus is as a bonus. Since I was 10 best. 
Automatic translation:
Public
Public
2 years ago
Translation
Hello Branislav,
I contacted ares casino support again because of the pending payout.
That's what you answered me.
Hi there,
According to our system, your withdrawal has gone through the first stage of the process and the first stage is complete. This means that your game transaction history has been verified and accepted, therefore your withdrawal is green-lighted to proceed with further verification process.
As soon as it is processed you will be informed.
Kind regards,
Joanna
Customer Support Team
Greeting
Automatic translation:
Public
Public
2 years ago
Hello, chiarellolucio72,
Thank you for the update and information. I sincerely hope your payment will come to you shortly.
Please let us know once you receive the funds.
Public
Public
2 years ago
Dear chiarellolucio72,
Is there any progress with your issue, please? The casino has not responded for 2 weeks in this complaint.
Public
Public
2 years ago
Translation
Hello, unfortunately no !
Contacted support again.
Always answer with the standard answers blah, blah, blah........
This is today's answer:
Hi there,
In some cases, additional controls are required, causing delays in the process. We'll send a reminder about your case to our finance team to review what's happening with your payout. As soon as we receive feedback from our colleagues, we will let you know. Please accept our apologies and know that we are doing our best to rectify this situation and continue to serve your needs and maintain your trust.
Kind regards,
Maria
Customer service
Greeting
Automatic translation:
Public
Public
2 years ago
Dear chiarellolucio72,
I am truly sorry there is no progress. Unfortunately, since we have not received any response from the casino regarding the issue for more than 2 weeks, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you will not come across a problem like this again. In case of any news available with your issue, feel free to let me know about it via email (branislav.b@casino.guru).
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
