The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. After confirming that KYC verification was not necessary, the player eventually received the payout of 1,500 EUR after more than three weeks. The issue was marked as resolved by the Complaints Team, who appreciated the player's cooperation throughout the process.
Casinova - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €1,500
Casinova
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
Hello everyone,
I have a total of 1500 euros outstanding in the payout process.
I've contacted customer support several times, but I'm just being kept waiting.
I'm really afraid I won't get the money.
Can you help?
Best regards
Sandra
Automatic translation:
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2 months ago
Dear player,
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 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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2 months 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear player,
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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2 months ago
Translation
Hello Dominika,
Thank you very much, I am well and I hope you are too.
No, unfortunately, nothing has happened yet. I'm still waiting for payment.
Best regards,
Sandra
Automatic translation:
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2 months ago
Dear player, 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?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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.
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2 months ago
Translation
Hello Dominika, I can't say for sure whether I've already successfully made withdrawals from this casino. Unfortunately, I can't see it in my account itself. My account isn't verified yet, but the casino doesn't currently require this either. I'll try to attach the screenshots; if that doesn't work, I'll send them via email. The bonus wasn't used. About five days after the withdrawal request, I contacted customer support every day for a prompt payout, but I only received standard responses, such as that my withdrawals were being finalized, but unfortunately, nothing has happened. Thank you very much for your support. Best regards, Sandra
Edited
Automatic translation:
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2 months ago
Dear player, have you already received the payout of 1,500 EUR, or has there been any change in the status of your withdrawals?
If not, could you please let me know whether the casino has given you any further updates or if you've requested any additional withdrawals since then?
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2 months ago
Dear player,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
Translation
Hello Dominika,
I've finally received the money. The payout took more than three weeks. KYC verification wasn't necessary.
Thank you for your support.
Best regards
Sandra
Automatic translation:
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2 months ago
Dear player,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
