The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player reported that his withdrawal had been rejected multiple times without explanation, leading to confusion over the status of his funds. After intervention, the issue was resolved, and the player confirmed the resolution of his complaint. We appreciated his cooperation throughout the process.
AvoCasino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
AvoCasino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hello
I made a withdrawal of 500
with the ID ******
This was canceled for no reason. However, the money hasn't been credited back to my gaming account.
I have already verified myself and this was confirmed to me via email.
I've just requested another withdrawal of €500. This time I made the withdrawal via SEPA using the IBAN. The chat told me there were problems with the Visa.
I find it strange that my withdrawal was canceled for no reason. The money wasn't credited to my gaming account.
I didn't actually need the bonus I received for my deposit, so I basically just played with real money.
Since I thought the payout would work, I deposited another 200.
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Dear MCLovin0312,
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
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1 month 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 month ago
Translation
Yes, but the withdrawal was recorded as canceled in the history. Otherwise, I would wait. But it looks like the withdrawal was rejected and the paid amount hasn't been credited.
Automatic translation:
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1 month ago
Translation
The new situation looks like this.
My withdrawal was rejected three times, for whatever reason.
However, I was playing with an active bonus, and the casino credited me back the 500 in the middle of the session. I hadn't noticed this because I was down to about 4600 in bonus money at the time.
the stakes were accordingly high.
I also didn't receive any email or notification in my account that the money had been returned.
So here I was not informed about the booking and the money got mixed up with my bonus.
Now 500 euros are gone, and the casino doesn't want to give me my money either.
I tried to withdraw the money three times, and was rejected three times without giving a reason.
The casino is designed in such a way that I don't notice it. For me, this is fraud; I've never experienced anything like it.
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1 month ago
Translation
Furthermore, my account was fully verified and there was no reason to credit the amount to my gaming account.
At the time of the chargeback, I was also actively playing a game, so I didn't notice the refund. Live chat told me they had given me the money and that was it.
I think it's cheeky to cancel a withdrawal without giving a reason and to do so at the moment when you have active bonus money.
Unfortunately, that probably cost me 500 euros. I'll avoid this casino.
maybe you can still achieve something.
Automatic translation:
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear MCLovin0312,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
