Coincasino.com - Player believes that their withdrawal has been delayed.

I am submitting this complaint regarding a delayed withdrawal from CoinCasino.

I requested a withdrawal of 2,000 USDT more than 26 hours ago. The withdrawal is still pending, and no TXID has been provided, which indicates that the funds have not yet been sent.

I have contacted CoinCasino support multiple times. Their only response has been that my case was forwarded to the relevant department and is being reviewed. However, no specific reason for the delay and no estimated timeframe have been provided.

I am currently facing a medical situation and urgently need access to these funds. The prolonged delay and lack of transparency are causing significant stress and concern.

I respectfully request Casino Guru’s assistance in obtaining a clear explanation from CoinCasino and ensuring that my withdrawal is processed without further unnecessary delay.

I can provide screenshots of my withdrawal request, support conversations, and email correspondence if required.

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Dear Jajpool,

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

Thank you for your response.

However, CoinCasino’s own website clearly states that withdrawals are usually processed immediately and that, in rare cases, the review process may take up to 24 hours.

My withdrawal has already exceeded that timeframe. Had I known withdrawals could take days or even weeks, I would not have chosen to play on this platform.

Please explain why the timeframe published on your website has not been respected in my case.

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

Dear Jajpool,

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,

Karla