Glorion Casino - Player’s withdrawals are delayed and canceled.

Good evening, I have a serious problem with the Glorion casino. I am writing to you exactly what I told them so as not to bore you. Needless to say, it is probably the worst casino I have ever played in. Constantly endless lies and classic copy paste ready-made answers like "don't worry, your money is safe" and other such lies.

I told them exactly that.

Good evening, I have withdrawn €500 since the 9th of the month and there are 2 more withdrawals of €500, meaning a total of €1500 and another €1400 that I have left in because I have the maximum limit of pending withdrawals.

I go into my profile after an e-mail I received that my withdrawal was canceled again and my balance without having played as you can see and in the history is 30€ I have spent so many days to receive my money and in the end I already lose it ??????

Please answer me what is happening with my money as I have spoken countless times with representatives and they constantly lie to me that my money will be credited immediately to my bank account. Please finally answer me without lies because I have asked if there is a problem and the representatives have told me that my money is safe and that I will receive it soon, which I do not see

Thanks

I would not recommend this casino to anyone. I played and you saw what happened to me. They don't answer my emails. The live chat is unacceptable. Today they told me that my withdrawals were canceled because the bank, which in this case is Skrill, doesn't cooperate. I don't know what to say. If someone can help me get my money back, I would really appreciate it.

I have several screenshots that say my money is safe and that I will see it in my account very soon if this helps you somehow thanks

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Could you please send a screenshot of your transaction history showing the current pending withdrawal requests?
• Have all your withdrawal requests been cancelled, or are any still pending?
• Have you tried using a different payment method for your withdrawals other than Skrill?
• What is the real-money balance in your account that you are trying to withdraw?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I spoke to live chat today and they told me to cancel it and redo it, so I cancelled it like they told me and my money disappeared for the 2nd time

I spoke with them and told them that if I don't receive an answer about the lost €2900 I will file a complaint with the Greek Consumer Protection Agency and they assured me that I won't lose my money.

They've been telling me this for 15 days now and today I received this email.

Do we have any progress??

Thank you for your updates, and I sincerely apologize for the delay in responding. We are currently managing almost 1400 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

I can see that the casino has informed you that your winnings have been confiscated due to an alleged breach of the maximum bet limits.

Moreover, I have checked the Terms and Conditions, and this is what I found:

6. The maximum bet allowed while playing with bonus money is 5 EUR / 2,000 HUF / 50 NOK / 22,5 PLN / 10 NZD / 7.5 CAD / 5 USD / 125 CZK / 7.5 AUD / 5.5 CHF until all applicable wagering requirements are met.

Our position is closely explained in the Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

All accepted but what about the endless saved conversations I have with customer service telling me my money is safe and will be credited soon??

Anyway, from what I understand, I won't receive even €1 of the €2900 I withdrew. What can I say, other players should be careful with this particular casino as it is unacceptable and they lie non-stop.

I understand your frustration, especially since the live chat agents repeatedly reassured you that your money was safe and would be processed soon. However, it is important to clarify that customer support agents on live chat usually do not have access to the casino’s internal investigations or detailed gameplay reviews. Their role is mainly to assist with general account and payment inquiries based on the information visible to them at that moment.

In many casinos, withdrawal requests first appear as pending and may seem "safe" until they are reviewed by the relevant department responsible for security, bonus abuse checks, and gameplay verification. If that department later identifies a breach of the casino’s Terms and Conditions, such as exceeding the maximum allowed bet while playing with an active bonus, the winnings may then be confiscated, even if the withdrawal was initially pending or support agents previously reassured you otherwise.

Therefore, the live chat statements, unfortunately, cannot be considered a final confirmation that the withdrawals would definitely be paid. The final decision regarding withdrawals is usually made only after the internal review has been completed by the responsible department.

Since your winnings were confiscated due to a breach of the maximum allowed bet rule while playing with an active bonus, and because this rule is clearly stated in the casino’s Terms and Conditions, we are unfortunately unable to proceed further with this complaint. As previously explained, the maximum bet rule is a widely accepted industry standard, and casinos generally reserve the right to void winnings obtained after violating this condition.

For these reasons, the complaint will now be rejected. I understand this is likely not the outcome you were hoping for, but thank you for your cooperation throughout the investigation. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika

Casino Guru