The player from Finland had been waiting for 22 days for account verification after submitting withdrawal requests for his winnings of several thousand dollars from Glorio Casino. Although he had uploaded the required documents on March 4 and had confirmed receipt of those documents, his account remained unverified, preventing further withdrawals. The resolution was confirmed by the player, and the case was closed.
Glorion Casino - Player’s withdrawal has been delayed due to account verification.
Resolved
Our verdict
Case closed
Amount: €2,000
Glorion Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
Hello, I would really appreciate it if you could help!
I won several thousand from Glorio casino on 24.2. I immediately submitted 2 x 500e withdrawal requests. A few days later the withdrawals were canceled and new withdrawals were not possible.
I sent the casino several emails saying I wanted to start the KYC process. It took about two weeks for me to be able to upload the documents to their website. I was able to upload the documents on 4.3.
Now 22 days later my account is still unverified. I have sent them several emails in English and I have them all saved. They always just apologize for the situation but nothing happens. However, they have confirmed that all the requested documents have been received.
I am attaching the latest email response to this complaint. As well as a screenshot of the game account with my details and its balance. I am ready to provide more attachments if you need them.
I have 2000e left in my balance, and I don't plan on playing any more until the situation is resolved.
Thank you very much in advance for your support!
Automatic translation:
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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
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Glorion Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- When was the last time you were in contact with the casino support?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
TranslationI have made 5 deposits between 28.1 and 21.2.
Withdrawals were blocked on 25.2 after a big win.
The big win of 3500e came from slots, after which I lost 1500e to the live casino and betting.
I have used bonuses on previous deposits, but when a big win came, I played with a real money balance without a bonus.
I have contacted Glorion dozens of times, but each time they have only apologized for the delay, and I have not received any schedule. The last email from them is 26.2. And according to them, all documents have been received.
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1 month ago
Hello DanielFinland,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear DanielFinland,
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,
Tomas
