The player from Greece had been a long-time customer but was dissatisfied after requesting a withdrawal of €1700, which typically got resolved within minutes. However, the request was pending with the responsible parties, causing frustration. The Complaints Team intervened by facilitating communication and assisting the player in providing necessary documentation for verification. Ultimately, the issue was resolved, and the player expressed gratitude for the support received.
Casinoin - Player’s withdrawal is delayed.
Amount: €1,700
Casinoin
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
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3 months ago
Translation
I have been a customer for many years and have always been satisfied. Yesterday, I requested a withdrawal of a total amount of €1700, and while this company usually resolves it within 2-3 minutes, they have kept me waiting and have referred the request to the responsible parties.
I am very dissatisfied; I did not expect this company to treat its customers this way.
Please, if you can, help me.
Thank you in advance.
Automatic translation:
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3 months ago
Dear kokaxeilis,
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, a high volume of withdrawal requests, or other external factors.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your game history has been successfully checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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3 months ago
Translation
Thank you very much for your immediate intervention I will happily wait for a good result because it is a shame that such a company causes disappointment to its players.
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3 months ago
Translation
It is unacceptable, the company which shouts that you do not need to provide identification asks me, in addition to all other documents, for a card that had a deposit of €19 on the 4th of 2021. If possible, I explain to them that this card no longer exists, it has expired and in I no longer have an account with this bank and the gentlemen keep making fun of me and telling me that I have to send the card to them
Now the debauchery has reached its height
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3 months ago
Thank you for your replies.
Could you please specify if you sent any personal documents for verification to this casino before?
How many deposits did you make with the card from 2021 that the casino wants you to verify?
Have all the other payment methods you used for depositing to this casino been verified?
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3 months ago
Translation
In the past I don't remember... Now I have sent them all the supporting documents they asked for and the 2021 ones they wanted .. despite that. I'm still on hold
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2 months ago
Thank you for informing me. Has the casino verified the documents you recently sent them? What is the current status of your verification and payment?
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2 months ago
Translation
Good morning, unfortunately I do not have any response from this particular casino, 8 working days have passed and they still tell me that they have not finished with the identification, their behavior towards me is unacceptable and I think you should change your attitude towards this particular casino. I have sent them all the documents they want since day one and we still have no result I am sure if I make the move and play in the casino and lose all the money the problem will be solved within the next one hour the purpose is not to pay that's it proved. If you can do anything I would be grateful have a great day.
Thanks
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2 months ago
Thank you for providing me with additional details. In order to assist you effectively, please send me all communication between you and the casino regarding your verification and the delayed payment at veronika.l@casino.guru. Please include any other important evidence such as screenshots, chat transcripts, and verification documents.
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2 months ago
Translation
Good morning I am happy to inform you that the problem with this particular casino is currently solved if I have any other problem I will let you know thank you very much for your support and I am blessed for what you have done for me
Thank you very much
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2 months ago
Dear kokaxeilis,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
