Art Casino - Player claims that payment has been delayed.

I deposited more than 450 EUR in this casino. After losing my balance, I requested a small bonus and received 11 EUR. I played with both real money and bonus money. Later, I requested two withdrawals: one of 1,000 EUR and another of 300 EUR. Part of the withdrawal was later cancelled and additional funds were removed from my balance without my consent. The total disputed amount is 1,300 EUR. Both withdrawals were initially approved, but the casino has not paid the remaining amount. I contacted customer support, but I did not receive a clear or satisfactory explanation. Due to upload limitations, I could attach only one screenshot. I can provide additional evidence upon request. I believe this is unfair treatment and request Casino Guru’s assistance to resolve this issue and receive my rightful funds.

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Dear Stavrosch1,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center