The player from Chile has been waiting over 14 days for a withdrawal from the casino, despite having a verified KYC and a history of over 30 successful withdrawals. He is requesting a clear explanation for the delay, which support attributes to a payment processor issue, but provides only generic responses.
Appuesta Casino - Player's withdrawal is delayed.
Opened
Current status
Waiting for player to reply
6d 22h 30m 56s
Appuesta Casino
Safety Index:Below averageCase summary
Discussion
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Public
6 hours ago
Translation
Hello, I've been at this casino for 1 year and my KYC is verified. I've made over 30 withdrawals and never had a problem.
I've now been waiting for my withdrawal for over 14 days, and support says there's a delay or failure with the payment processor. I've never waited this long before. I demand a clear explanation from the casino.
They only give generic answers, and I want my money back. I hope CasinoGuru can help me.
Automatic translation:
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1 hour ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 hour ago
Dear Nicozmr,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
- Which payment method have you opted for to withdraw your winnings? Was it the same one you used in the past?
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
