The player from Chile made a withdrawal in mid-May, which was approved on May 19th, with the promise that the funds would arrive within 10 business days. After 12 business days had passed, the player had received no explanation or responses to emails, with customer service only advising her to keep waiting. The Complaints Team initially advised patience, recommending waiting up to 14 days. After further investigation and communication with the casino, it was confirmed that the delay was due to the payment provider. The player finally received her funds in her Neteller account, and the complaint was marked as resolved.
CasiGO Casino - Player’s withdrawal is delayed.
Amount: $200,000 CLP
CasiGO Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
I made a withdrawal in mid-May, and on May 19th, the casino informed me that it had been approved, and the money would be in my account within a maximum of 10 business days. It has now been 12 business days since that date, and no one has provided me with an explanation. When I contacted customer service via chat, they told me to keep waiting without giving me an estimated resolution date, and no one is responding to my emails.
DO NOT PLAY AT THIS CASINO! The platform is good, but everything else leaves much to be desired.
At this point, it seems like I will not receive my money.
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4 months ago
Dear Frani1988,
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 by 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
Veronika
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4 months ago
Translation
I have fully cooperated with the casino, sent all the necessary documentation, which has not happened from the casino to me when it came to receiving convincing deadlines or answers. Today I received a response from the team and they asked me to attach my checking account fund balance to verify that the deposit from you has not been made into my account, it was sent from me.
I have played in many other casinos and I have never had to wait 14 days to receive a payment. I made the complaint because when I contacted the casino they gave me a period of 10 days, not 14 as you tell me, these 12 days of waiting, no one gave me any time to resolve my problem and as a user of a service I have the right to request explanations having waited and cooperated with the casino as I have done until now.
It is appropriate that my complaint remains open and that your response remains as a precedent for other players about how quickly withdrawals are processed by your casino.
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3 months ago
Thank you for your reply. Could you please specify if you provided the casino with your proof of deposit? Has it been checked and verified yet?
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3 months ago
Translation
I have not been asked, I have been asked for my bank statement to verify that the money has not been deposited into my account. In that statement, however, all my movements appear, including deposits to Casigo.
I have been in contact via Mail and my account rejected the payment so we agreed on another means of payment to a virtual wallet, this was last Thursday where I received the email that would be paid to that account and I still have not received news of my money in Neteller.
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3 months ago
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I was told that the deposit would be made to my Neteller account last Thursday, tomorrow is 5 business days and the money is still not in my account. Casigo stopped responding to my emails.
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3 months ago
Thank you for the information. As you may know, we recommend that players wait up to 14 days for the money to appear in their account from the moment they request a withdrawal. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. If you do not receive your winnings by June 20, please let me know, and we will continue the investigation. Thank you for your patience and cooperation.
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3 months ago
Translation
14 days is an excessive period for an online casino, I think it is important to make it clear that the casino has a slow response time to requests unlike other online casinos.
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3 months ago
I understand your frustration. However, as I mentioned, the duration of the withdrawal processing times is not always within the casino's control. Could you please let me know if you have received your winnings yet?
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3 months ago
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No, I haven't received them yet. I sent a Neteller account statement proving that I have not received my earnings.
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3 months ago
Thank you very much, Frani1988, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 months ago
Hi Frani1988,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear CasiGO Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please confirm that the withdrawal was processed from your side? Please, feel free to send it to my email natalia.b@casino.guru.
I'm looking forward to hearing from you.
Kind regards,
Natalia
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3 months ago
Dear Frani1988, the casino representative confirmed that your withdrawal request was processed by their side on 06/06, and they recommended waiting at least 10 business days.
Can you please update me if you have received the money by now? If not, the casino representative will investigate further since it's already been 10 days.
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3 months ago
Translation
The 10 business days have passed, it was yesterday and I still haven't received my funds, nor have they answered my emails.
This entire withdrawal process has been irregular.
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3 months ago
Thank you, Frani1988. The casino representative informed me that they requested proof of payment from the relevant department and will update us as soon as they have the document.
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3 months ago
Dear Frani1988, I have just received proof of payment from the casino, so it seems that the casino processed the withdrawal, however, the delay is caused by the payment provider.
Could you please send me a recent account statement beginning from 6th June, so that I can make sure that you still haven't received your withdrawal? My email is natalia.b@casino.guru
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3 months ago
Translation
This morning the payment arrived in my Neteller account. However I closed my account with the casino, the withdrawal process was a real Ordeal.
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3 months ago
Thank you for the updates, Frani1988. I'm glad to hear that you have finally received your payout therefore I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Natalia
Casino.Guru
