Cashed Casino - Player's withdrawal is delayed.

I have recently won about 70k PLN. I am on lvl 3 VIP, so I am alowed to have 3 active withdrawal requests up to 3200 PLN each and a monthly limit of 50k. On Friday 26th of June I have made a withdrawal request, followed by two mode on Saturday and Sunday 28th of June. After 3 date have passed and the request is still pending, I contacted the support and they have been assuring me it’s on the way every single day. On Thursday 2nd of July I have received an e-mail from VIP support that they will be processing the withdrawal within couple of hours (I can provide you with the evidence but the e-mail is in Polish).

My account is filmy verified and I was withdrawing successfully in the past (lasy withdrawal of 3200PLN was issued on 4.06 and processed on 7.06 so in line with terma and conditions - that was before a major win, though.

I would like to ask for your assistance and intervene.

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.

Dear gucioldn,

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 fully understand the situation.

• Do I understand correctly that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you please update us on the current status of your withdrawal request? If possible, please upload a screenshot of your withdrawal history directly to this thread.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hi Jean,

Thank you very much for picking this up.

I can confirm that my account is fully verified.

I accumulated winnings without an active bonus.

I chose withdrawal to card, which is the same method as used before.

Please see attached current statuses of my withdrawals

Dear gucioldn,

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, Martina, (martina.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,

Jean

Dear gucioldn,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Cashed Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawal requests have not yet been processed?

Thank you in advance for providing the information.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gucioldn,

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,

Martina