Britsino Casino - Player's withdrawal is delayed.

waited for 3 weeks for KYC verification but that was resolved and my account was verified. Tried to make a withdrawal for 2400SEK 24 august. Have chatted with the casino for several times and they say thats the delay is because of high workload. Now its been 15 days, never experienced this kind of delay with other casinos and I have played for more that 10 years. It was bonus money but I have made a lot of deposits… I have followed all the rules and wagered the bonus of course. Still no withrawal confirmed.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi! Thanks for the replay. No this is my first withdrawal. Attached you find the email confirmation from KYC-team that my account is verified. Kind regards Tim

Hi again! Hope you find my answers helpful. Was just wondering if you think this will be resolved? What’s your experience in this type of matter? Hope to hear from you soon. Kind regards [Redacted]

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Maria (maria.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Timba000090,

It’s a pleasure to e-meet you. My name is Maria, and I’ll be handling your complaint moving forward.

I understand your concerns, and please be assured that we will do our best to clarify the situation and work towards resolving the matter as soon as possible.

Should there be any updates or additional information you would like to share since your last message, please feel free to let me know.

As a first step, I will try to contact a casino representative outside of this thread, as we do not yet have an established contact for the casino. If there are any new developments on our side, we will make sure to keep you informed.

Thank you for your patience and cooperation.

Best regards,

Maria

Hi Maria! Thanks for your information. Nothing new from my part, same status as before. I hope you can help in this matter, feels good to have made contact with you. Thanks once again, will wait for an update. Best regards Tim