The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The withdrawal delay was explained as a common occurrence due to KYC verification or a high volume of requests. The player later confirmed that the withdrawal had been successfully received. The complaint was marked as resolved following the player's confirmation of receiving her winnings.
FamBet Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
FamBet Casino
Safety Index 7.0 Above averageCase summary
Discussion
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1 month ago
Translation
I've been waiting since June 27th.
I've been waiting for my €500 withdrawal since June 27th. The chat support just gives me the runaround, and I can't get through to the finance department. I'm verified, and every withdrawal I request has these long waiting times. It's incomprehensible and incredibly customer-unfriendly. Everyone should think twice before putting themselves through this. So beware!
Today, in response to my inquiry as to why the money still hasn't been paid out, I received the following answer from Agnes:
Please send the following subject line: "COMPLAINT: (Reason for your complaint)". Send the complaint from your registered email address. Include your username, i.e., the email address associated with your account. Describe the problem, your arguments, and your desired outcome in detail. If possible, also include the relevant dates and times.
We aim to reply to you within 10 calendar days of receiving your email.
I'm supposed to file a complaint now, and then they'll reply in about 10 days!!!???
I find that almost fraudulent!!!
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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 Roswitha74,
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
TranslationHello Karla,
The complaint can be closed. I have received the money.
Thanks.
Roswitha
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1 month ago
Dear Roswitha74,
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
TranslationHello Karla,
Yes, my withdrawal was successful. I already replied to you. Thanks again.
Roswitha
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4 weeks ago
Dear Roswitha74,
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,
Karla Mayfly
Casino.Guru
