The player from Brazil had experienced difficulty withdrawing his winnings from an online casino, despite having submitted all necessary verification documents. The casino had promised to resolve the issue within 24 hours, but had failed to do so. The player had made two deposits and used a welcome bonus, and had fulfilled the wagering requirements. Despite this, the casino had continually refused his withdrawal requests. After the player's complaint, the issue had been resolved.
Casino Adrenaline - Player struggles with withdrawals.
Amount: €50
Casino Adrenaline
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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3 weeks ago
I can't withdrawl, already sent every document for account verification, they always tell 24h and never do it.
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3 weeks ago
Dear jorgelucaspi,
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?
- Have you received any confirmation regarding successful verification?
- Did you accumulate your winnings with or without an active bonus?
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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3 weeks ago
Hello,
- No, I have used a welcome bonus, made two deposits one through crypto and one from neteller, the two of them using my personal accounts, they said it was mandatory for verification.
- No confirmation even after one week after i have sent my docs. One time in contact with costumer support they told me to hold for 24h, after the deadline still no verification, last time they asked me to delete old photos and docs and hold a little more and i'm still holding. They approved my id, but a lot of time PENDING to aprove a selfie and utility bill.
- There are winnings through active bonus and with real money deposits, the wagering requirements was fulfilled a long time ago and i'm not able to withdrawl, they keep refusing it.
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3 weeks ago
Hello,
They have solved the issue today and aproved my withdrawl. Thx for the support.
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2 weeks ago
Dear jorgelucaspi,
I'm glad to hear that your issue has been resolved successfully. 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,
Kristina
Casino.Guru
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