The player from Switzerland had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player reported multiple failed withdrawal attempts, with only the initial deposit amount successfully paid out, and expressed concerns about the casino's integrity. The casino had blocked the account after identifying gambling addiction concerns and had applied responsible gaming measures. The complaint was closed as the player chose to continue playing with the winnings, and no refund was pursued. We were unable to intervene further in this matter.
CasinoAndYou - Player’s withdrawal has been delayed.
Closed
Our verdict
Other
Amount: 727 CHF
CasinoAndYou
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Good day
I made several withdrawal requests this morning. I only received my initial stake back. My winnings, however, are repeatedly rejected without explanation and credited back to my player account.
I was told that everything is fine with my account and that I just need to wait. However, payments via Skrill only take a few minutes.
I'm constantly told I have to wait. The question is, wait for what? I've also sent an email, but I'm sure it will never be answered. I've also tried to withdraw smaller amounts, but everything that's my winnings is being rejected.
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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
Dear Capo9,
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
Dear Attila,
We would like to clarify the situation based on our internal records.
The player did not previously contact our customer support regarding gambling addiction or responsible gaming specifically in relation to our platform. However, we are aware that the player submitted a complaint concerning Betandyou casino, in which they explicitly stated that they suffer from a gambling addiction.
Once this information became known to us (as shown in the screenshot provided), the account was blocked immediately in accordance with our policy.
At this point, the account remains blocked, and no further gameplay is possible. Responsible gaming measures were applied as soon as the relevant information was identified.
Please let us know if any additional clarification is required.
CasinoAndYou Team
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1 month ago
Dear Capo9,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
Translation
I was told that my withdrawals failed due to technical problems. I made nearly 20 withdrawal attempts. Only the initial deposit amount was successful and paid out. My winnings were consistently rejected. I tried various amounts, but it never worked. I also set up a one-day break from playing on my account. This was reactivated within minutes, and my account functioned perfectly again. I question the integrity of this casino. Because of these incidents and the realization that I wouldn't get my money back from these scammers anyway, I lost the money. I wanted to withdraw it and have the account blocked immediately. Unfortunately, it's scandalous that no one holds these people accountable. I should also mention that I have initiated legal proceedings against this casino.
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1 month ago
Dear Capo9, thank you for your reply.
I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Attila
