HomeComplaintsCasino-X - Withdrawal of player's winnings has been delayed.

Casino-X - Withdrawal of player's winnings has been delayed.

Amount: 3,000 ₮

Casino-X
Submitted: 19 Dec 2024 | Resolved : 23 Jan 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Japan had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player experienced delays due to pending KYC verification and had scheduled a verification call with the casino. After successfully completing the verification, the player was able to withdraw the funds. The issue was then marked as resolved by us.

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Translation

I joined this casino and received the initial deposit bonus, converting the bonus money into cash, and I requested a withdrawal.

After completing the basic account verification,

I was asked for additional verification, including a selfie holding a device with the casino's profile screen in the background and a liveness check, as well as proof of the source of funds.

Due to an issue with the site, I couldn't complete the liveness check, so I submitted the selfie and the proof of the source of funds.


Once those verifications were completed,

I was asked for a selfie with my ID, which I submitted, and then they requested a video call verification via Zoom.

I am starting to suspect that the casino does not intend to allow withdrawals because of the repeated additional verifications.

Is there any assistance you can provide to help facilitate my withdrawal?

Automatic translation:
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Dear hozu,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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Dear hozu,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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Translation

As of now, the payment has not yet been made.


The authentication will be done via Zoom in January.


We are currently waiting for the casino to present their schedule for January.

Automatic translation:
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Dear hozu,

Let us know once the call gets scheduled or once it is over.

Until then I can only advise to wait.

Regards,

Nick

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Translation

Understood. I have scheduled the call for January 13th and will get back to you once that is complete.

Automatic translation:
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Dear hozu,

Can you please advise if the verification call occurred?

Is there any outcome from it yet?

Looking forward to hearing from you.

Regards,

Nick

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Translation

Since I was able to successfully withdraw the money after completing the phone verification this time, I would like to close this matter.

Thank you for your cooperation.

Automatic translation:
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Dear hozu, 


I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 


As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 


Best regards, 


Casino.Guru 

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