Casino Extra - Player’s withdrawal has been delayed.

I made the withdrawal request and it was approved on 11/18-2020 but we are already going on 3-12 and I still haven't received the money.

Dear José,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Could you please indicate if this was your first attempt for a withdrawal? What is the status of your withdrawal – is it pending or processed?

Have you tried contacting casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any.

Thank you very much in advance for your reply.

Best regards

Kristina

It is the first withdrawal attempt.

The status of the process appears approved.

I already talked to them but they tell me to wait longer because with the covid it can be delayed.

Thank you very much José for your reply and email. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

We will now try to contact the casino to ask them to join here and help us resolve your issue.

Dear José,

First of all, we would like to congratulate you on your winnings!

Second, thank you for sharing your experience with us, although the unexpected delay in your withdrawal has compromised your experience at our Casino.

I consulted your withdrawal personally with the Finance Department and was duly informed that the withdrawal was repaid * 3 days ago, so it should be in your account in a few days.

The same communication provided at CasinoGuru will be forwarded to your personal email.

In addition, I ask you to visit your account at CasinoExtra, as we have credited a symbolic surprise so that this event is forgotten, as it was a unique and unexpected situation.

Again, sorry for the delay.

We look forward to seeing you again at our Casino and wish you all the best.

Greetings,

Sam

CasinoExtra

Dear José,

Could you please advise if the money have been credited to your account? Please let us know so we can be sure that the money has been paid out.

I have already received the money but it took about 1 month, which does not give me much confidence in going back to that casino.

Dear José,

Thank you for letting us know that your issue have been resolved. You are always free to browse our website and look for a different casino if your are not satisfied with this one. However, one month for your first withdrawal isn't a long time. First withdrawals always take much longer time because of verification process. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly help.

Best regards,

Nick

Casino.guru