The player from Italy had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The Complaints Team noted that the withdrawal had been approved but later returned to pending status. After the recommended processing time had passed without a response from the player, the complaint was closed due to lack of communication. However, the player retained the option to reopen the complaint in the future for further assistance.
EmirBet Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €950
EmirBet Casino
Safety Index:LowCase summary
Discussion
Public
Public
3 months ago
Translation
I made the withdrawal on the 26th after they had approved my withdrawals since August 20th and then put them back on hold without reason.
Now the withdrawal has been approved but nothing has arrived and I think that in a couple of days they will put it on hold again as already done previously.
They blocked my live chat and no one responds to my emails.
how can I do it?
Automatic translation:
Public
Public
3 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
Public
Public
3 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.
Public
Public
3 months ago
Translation
Thank you for the
collaboration, the problem is that it had already been approved on 20/08 and then returned to pending.
I can't talk to anyone because they're not answering and this game has been going on for 8 days now.
The audit has been complete for a long time, so I think it's just a way to avoid paying what is due.
I don't know if you have any contacts to talk to because all this is absurd. I played more than €1000 and got €950 back. I think that's the least they pay me.
Edited
Automatic translation:
Public
Public
3 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.
Public
Public
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.
Public
Public
2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Dominika
Casino.Guru
