The player from Colombia had fulfilled the wagering requirements of a won free bet and turned the bonus balance into real money. When he sought to withdraw these winnings, he was informed that a review by the responsible department was pending. We had advised the player to wait at least 14 days after requesting the withdrawal before submitting a complaint. Due to the lack of response from the player, we were unable to assist further and had to reject the complaint.
Casinoin - Player's withdrawal under review.
Amount: C$92
Casinoin
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
Translation
My balance is in euros at the casino. I have a bonus balance from a won free bet. I've met the wagering requirements and my balance is now in real money. I asked if I could withdraw my winnings, they told me that the responsible department needs to review this. It's been two days awaiting a response. They've told me that they're still reviewing and in the meantime, I shouldn't make any withdrawal requests.
Automatic translation:
Public
Public
7 months ago
Dear juan123321,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
