Crashino Casino - Player's withdrawal is delayed.

I deposited a total of 600 USDT on Crashino. On 15 June, I requested a withdrawal of 464 USDT. As of today, this withdrawal is still pending and has not been approved or paid, even though it has now been more than two weeks.

The casino requested KYC verification, and I completed it in full. I submitted every document they asked for. Despite completing all required verification, my withdrawal is still not approved.

Each time I contact live support, I receive the same generic response: that "the team is reviewing the transaction" and that it will be "processed as soon as possible." I have asked several times how long I need to wait and why the withdrawal is still not processed, especially since a withdrawal of this size should not normally take this long. Instead of a clear answer, support keeps repeating the same messages, gives no deadline or concrete reason for the delay, and on some occasions has closed my support ticket without resolving anything.

I want to highlight that I deposited significantly more than I am trying to withdraw (600 USDT deposited versus 464 USDT requested), so there is no reasonable explanation for holding the payment.

I have screenshots of my conversations with the Crashino support team, in which they confirm the transaction is "under review" but never provide an exact timeframe or a specific reason for the delay. I will provide these screenshots in the attachment.

My request is simple: I only want Crashino to process and pay my withdrawal of 464 USDT, since I have already met all their requirements and provided all requested KYC documentation.

Thank you for your help.

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Dear od3s,

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 understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Have you deposited 600 USDT in a single deposit? Have you deposited in the past? Have you risked your deposit fully, to your knowledge?
• Which documents were you asked to provide during the verification of your account?
• Have you accumulated your winnings with the help of a bonus?

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.

Best regards,

Tomas

Hi Tomas,

• no this is my first withdrawal from this casino!
• I deposited 3 times for 200 USDT. I did not risk my deposit fully, and have not deposited before that.
• I was asked to provide my ID and a selfie of myself, which I did.
• No I didn't use any bonus!

Thank you!

Dear od3s,

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,

Tomas

Dear od3s,

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 Crashino 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?

Thank you in advance for providing the information.

Hi there!

Your withdrawal will be processed and paid within the next 24-48 hours. Unfortunately, it was missed due to a previous backlog, and we sincerely apologize for the delay.

Thank you for your patience and understanding.

Kind regards,

Crashino Support

Thank you Crashino Casino Team, do the good news!

Dear od3s

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Thank you Casino Guru team! I received the payment.

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

Dear od3s,

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