Casino1337 - Player believes that their withdrawal has been delayed.

Hello!

I deposited at 1337casino 10.2. 2024, get 100% deposit bonus. I wagered bonus and won 800€. Verification was completed and support told me that my account is fully verified and I can request withdraw via crypto like my deposit. Asked them on support many times when will be my withdraw processed and always same answer: we have tehnical issues, please wait litle more. I think 10 days waiting is enough to submit complaint about them.

Dear bacnikklemen,

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

Dear bacnikklemen,

Have you received your withdrawal from the casino yet?

Hello!

Still didnt recieved money. Support told me: Unfortunately, we are facing some technical issues at the moment. Our team is trying to fix the problem as fast as possible. We are very sorry for the inconvenience caused. We will try to send the money as soon as the issue is fixed

Sorry that you have to wait, Klemen.

And now i cant even access to my account page.

Answer from them:

We understand, but we can not transfer the money until we have that issue, it is very difficult to fix and takes time, we will inform you via email as soon as we can accept the withdrawal and sent it over to you

Sandra 09:30 AM

You can not access your account due to the same issue, I'm afraid

Thank you for your reply, bacnikklemen. Have you made any successful withdrawals before? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi

Nothing new, still didnt recieved money. Never withdraw from this casino, verification went trough smoothly. I can login, but I cant access my withdrawal history or current status of my withdraw. Support still tells me every time that they have tehnical issues. I have email transcripts of my chat conversations, will send you on email. Please confirm if you recieved my email-s.

Hello!

Latest update: My withdraw of 500€ was proccessed yesterday. But still cant access to my account page to request another 300€ withdraw. Talking to chat, will update you if anything changes.

Thank you very much, bacnikklemen, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello bacnikklemen,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casino1337,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello!

I recieved all my money from casino1337. You can close my complaint. Ty for your help.

Dear bacnikklemen,

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,

Michal, Casino.Guru