The player from Belarus has requested a withdrawal ten days prior to submitting this complaint. Unfortunately, winnings haven’t been received yet due to ongoing verification. Player’s complaint has been resolved successfully.
The player from Belarus has requested a withdrawal ten days prior to submitting this complaint. Unfortunately, winnings haven’t been received yet due to ongoing verification. Player’s complaint has been resolved successfully.
The player from Belarus has requested a withdrawal ten days prior to submitting this complaint. Unfortunately, winnings haven’t been received yet due to ongoing verification. Player’s complaint has been resolved successfully.
Hello, on May 8th I won ~250 euros and requested a withdrawal.
Until now, the money has not come, in support they always answer my questions: "Hello your bet check will be done asap"
But at least they don't tell me approximate dates.
Verification failed because it was not requested, but I still uploaded documents in my account, but no one has verified them yet.
I want to know how long the check will last, how long will it take to withdraw money and are they going to do it at all?
Здравствуйте, 8 мая я выиграла ~250 евро и запросила вывод средств.
До сих пор деньги не пришли, в поддержке на мои вопросы всегда отвечают: "Hello your bet check will be done asap"
Но хотя бы примерные сроки мне не говорят.
Верификация не пройдена, потому что ее не запрашивали, но в аккаунте я все-таки загрузила документы, но их никто не проверял еще.
Я хочу знать сколько еще времени будет длиться проверка, сколько еще по времени будут выводить деньги и собираются ли они вообще это делать?
Dear pozndarya,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.
Subsequently, it’s quite usual for a withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
However, if you don’t receive your winnings by then, please, let us know and we will try to help you.
Thank you for your understanding.
Best regards,
Petronela
Dear pozndarya,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.
Subsequently, it’s quite usual for a withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
However, if you don’t receive your winnings by then, please, let us know and we will try to help you.
Thank you for your understanding.
Best regards,
Petronela
10 days have already passed, but I still have not been asked for documents for verification.
it’s just that the rules don’t say anywhere how long it can take, and support doesn’t tell me the timing either.
so you can check both 20 days and 200 days ...
так прошло уже 10 дней, но у меня до сих пор не запросили документы для верификации.
просто в правилах нигде не написано сколько это может занимать времени и support мне тоже не говорит сроки.
так можно проверять и 20 дней и 200 дней...
I fully understand your frustration, pozndarya. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
I fully understand your frustration, pozndarya. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
Hi, the user was under deposit bonus and there was THOUSANDS bets to review to be sure there was no overbet, it takes time...as mentionned by the staff multiple times.
Hi, the user was under deposit bonus and there was THOUSANDS bets to review to be sure there was no overbet, it takes time...as mentionned by the staff multiple times.
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, pozndarya, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, pozndarya, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.