A player from Portugal had had trouble contacting customer service at an online casino, and had had a pending withdrawal while their account was being verified. After the Complaints Team had gotten involved, the player had informed that all issues had been resolved. Consequently, we had marked the complaint as 'resolved' in our system.
Casinozer - Player's withdrawal is pending with no support.
Amount: €400
Casinozer
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
Good afternoon, I have been sending emails and trying to contact the live chat since 10 am and have received no response. I made a withdrawal that has been pending since this morning. And my account is verified... I don't know how to get in touch since they don't respond to emails and I can't even get through on chat. Who can help me?
Automatic translation:
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6 months ago
Hello xanarony1,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinozer. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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.
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6 months ago
Translation
Good afternoon, I want to know how to resolve the complaint, as everything has been resolved, thank you.
Automatic translation:
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6 months ago
Dear xanarony1,
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,
Casino.Guru
