The player from Greece had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings hadn't been received yet. After contacting the Complaints Team, he had been advised to wait for 14 days as withdrawals could take some time due to KYC verification or high volume of withdrawal requests. Eight working days later, the player confirmed that his account had been identified and the amount had been credited. As a result, the Complaints Team marked the complaint as 'resolved'.
Casinoin - Player’s withdrawal has been delayed.
Amount: €1,100
Casinoin
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Hey casino guru team
At 7/11/2023 i tried to make a withdraw of 60euro in about 2 hours its was on my bank account,after 3 hours i tried again to make a withdraw of 280 and cancelled it severall times with the explanation that i need to verify my account.
I send all the documents that required at 9 of november .
i asked them severall times if need anything else they told me not .
When i ask the progress of my KYC they told me the same automatic message that the specialists team working on it.
Today its the 5 day i send me them email to ask and told me that maybe the investigation may keep 30 bussiness day.
this is the strange thing.
I still got my money on my account but i dont if finally take it back.
I got all the conversation on my email if you need them .
i was loggin with mobile number if you need it i can send it to you .
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11 months ago
Dear billyel1908,
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
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11 months ago
Translation
Indeed, after 8 working days the account was identified.
The amount was credited within a minute.
Thanks for your interest.
Automatic translation:
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11 months ago
Dear billyel1908,
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
