The player from Chile had requested a withdrawal two weeks ago but encountered an issue where the casino displayed his funds in USD instead of Chilean pesos (CLP), which prevented him from completing the transaction. Despite seeking help from support for a week, he did not receive a solution and felt frustrated by the obstacles. The complaint was closed due to the player's lack of response to further inquiries and requests for information. No resolution was reached at that time.
Golazzo Casino - Player faces issues with withdrawal currency.
Closed
Our verdict
Player stopped responding
Amount: $388,000 CLP
Golazzo Casino
Safety Index 7.2 Above averageCase summary
Discussion
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1 month ago
Translation
Hello, I'm experiencing payment problems at this casino. My money is in Chilean pesos (CLP), but when I try to withdraw, it's set to USD, so I can't withdraw any money. Support hasn't provided a solution in a week. There seems to be a bug in the casino's interface because deposits show CLP, but withdrawals are in dollars.
I'll attach a screenshot of the error; I want my money back soon and they've only put obstacles in my way.
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 Golazzo Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Does the casino offer any alternative payment methods you might use?
- Did the casino admit the mistake and work on allowing you to withdraw?
- Have you suggested that the casino perform a manual payout of your winnings?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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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3 weeks ago
Dear Nicozmr,
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.
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2 weeks 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,
Tomas
Casino.Guru
