The player from Germany requested a withdrawal of €749, which was declined after several days without explanation. He also did not receive a response to his follow-up email. The issue was resolved after he resubmitted the necessary verification documents. The complaint was closed as resolved.
BookofCasino - Player’s withdrawal has been declined.
Amount: €749
BookofCasino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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4 weeks ago
Translation
About 14 days ago, I requested a withdrawal of €749, but it was declined after several days without any explanation. An additional email I sent inquiring about the reason for the denial also went unanswered. I kindly ask for your assistance.
Automatic translation:
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4 weeks ago
Dear micki5454,
Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.
To better assist you, could you please provide the following information:
- Was your account successfully verified already?
- Was this your first withdrawal attempt at this casino?
- Did you accumulate your winnings with or without an active bonus?
- Which payment method did you choose to withdraw your winnings?
- If there's any relevant communication, please forward it to petronela.k@casino.guru.
It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.
We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.
Best regards,
Petronela
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4 weeks ago
Translation
Hello,
Account is verified, winnings without bonus, first withdrawal attempt, no reason for rejection.
Greetings Jürgen S*******
Edited by a Casino Guru admin
Automatic translation:
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3 weeks ago
Hi micki5454,
Could you please send confirmation of successful account verification to petronela.k@casino.guru, along with any relevant communication that might provide further insight into this issue?
Thank you.
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3 weeks ago
Translation
Payment was rejected again due to alleged lack of verification. I therefore emailed the necessary documents again.
Automatic translation:
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3 weeks ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, micki5454, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
