The player from Germany is unable to withdraw €8,000, which has been reserved since September 17th, with no response from customer support. He also notes that €12,000 is currently unavailable in his account balance despite his account being verified.
Betandplay Casino - Player’s withdrawal is delayed.
Opened
Current status
Waiting for player to reply
6d 22h 48m 48s
Betandplay Casino
Safety Index 6.8 Above averageCase summary
Discussion
Public
Public
17 hours ago
Translation
Hello everyone,
I played without a bonus and won a large sum; now there's €20,000 in my account. Two €4,000 amounts have been reserved since September 17th, and support hasn't responded since. I also haven't had access to the live chat since then. So, a total of €8,000 is pending withdrawal, and €12,000 is not available as a balance in my account.
Payment has been requested via instant bank transfer.
The account is verified.
I request clarification as I have not received any response to my emails from the casino since September 17th.
Best regards, Marc
Automatic translation:
Public
Public
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.
Public
Public
1 hour ago
Hello,
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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
