Casinado Casino - Player's withdrawal has been delayed.

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Hello, I've been waiting for my money for 6 business days. I filed a complaint with casino guru and also wrote a review on trustpilot.

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Dear Casino Guru! I would like to file a complaint against Casinado casino, as they have not been paying out my winnings for 6 business days (almost a week and a half). I initiated a withdrawal of only 38 USD to my Visa/Mastercard card. The transaction status in my profile is still "Pending", which means that the casino’s financial department has not yet initiated the transfer. I have contacted customer service several times. They confirmed via live chat that my account does NOT require verification (KYC), so they are not waiting for any documents. When I complained about the delay, the customer service representative (Nikolett) referred to clause 6.14 of the General Terms and Conditions (according to which the casino can make payments according to a specific schedule) and tried to redirect me to an internal email complaint handling, for which they asked for a 10-day response time. In my opinion, the casino is unreasonably withholding this small amount and is using deliberate delay tactics. Since I followed all the rules and no verification is required, I would like to ask Casino Guru to help the casino approve and transfer my payment. I can attach the live chat conversation with the casino and the messages received if necessary. Thanks for your help! Peter

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Hello, I've been waiting for my money for 6 business days. I filed a complaint with casino guru and also wrote a review on trustpilot.

The chat has started.

Dear Casino Guru! I would like to file a complaint against Casinado casino, as they have not been paying out my winnings for 6 business days (almost a week and a half). I initiated a withdrawal of only 38 USD to my Visa/Mastercard card. The transaction status in my profile is still "Pending", which means that the casino’s financial department has not yet initiated the transfer. I have contacted customer service several times. They confirmed via live chat that my account does NOT require verification (KYC), so they are not waiting for any documents. When I complained about the delay, the customer service representative (Nikolett) referred to clause 6.14 of the General Terms and Conditions (according to which the casino can make payments according to a specific schedule) and tried to redirect me to an internal email complaint handling, for which they asked for a 10-day response time. In my opinion, the casino is unreasonably withholding this small amount and is using deliberate delay tactics. Since I followed all the rules and no verification is required, I would like to ask Casino Guru to help the casino approve and transfer my payment. I can attach the live chat conversation with the casino and the messages received if necessary. Thanks for your help! Peter

Hello, I have been waiting for my money for 6 working days. I wrote a review on Trustpilot and also reported it on Casino Guru.

Hello, I've been waiting for my money for 6 business days. I filed a complaint with casino guru and also wrote a review on trustpilot.

The chat has started.

Dear Casino Guru! I would like to file a complaint against Casinado casino, as they have not been paying out my winnings for 6 business days (almost a week and a half). I initiated a withdrawal of only 38 USD to my Visa/Mastercard card. The transaction status in my profile is still "Pending", which means that the casino’s financial department has not yet initiated the transfer. I have contacted customer service several times. They confirmed via live chat that my account does NOT require verification (KYC), so they are not waiting for any documents. When I complained about the delay, the customer service representative (Nikolett) referred to clause 6.14 of the General Terms and Conditions (according to which the casino can make payments according to a specific schedule) and tried to redirect me to an internal email complaint handling, for which they asked for a 10-day response time. In my opinion, the casino is unreasonably withholding this small amount and is using deliberate delay tactics. Since I followed all the rules and no verification is required, I would like to ask Casino Guru to help the casino approve and transfer my payment. I can attach the live chat conversation with the casino and the messages received if necessary. Thanks for your help! Peter

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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

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

Dear Homolyapeter,

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,

Veronika