The player from Germany had been waiting for a €1500 withdrawal for two weeks, but only €500 had been processed. He had sent numerous emails and contacted live support multiple times without receiving helpful information. He felt frustrated and doubted he would ever receive his winnings. His winnings had come from sports betting without any bonus, and casino support had kept saying there were delays and the money would arrive soon. We had asked him to forward his recent support conversations for investigation, but he did not respond, so the complaint was closed due to lack of cooperation.
Green Luck Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
Green Luck Casino
Safety Index 7.8 Above averageCase summary
Discussion
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3 weeks ago
Translation
The first withdrawals I requested on June 19th were for €1500. Now there's only one withdrawal of €500. I've continued playing with the rest since they won't be paid out anyway. But I'll withdraw more than €500 if they would. I've written at least 10 emails and been to live support 10 times, always getting the same standardized answer with no relevant information. I can't even submit a KYC form, I've already asked because they'll definitely cancel the withdrawal after 3 weeks and then ask for verification, which will take another 6 weeks. I just want my money. I can't recommend this site to anyone; play on any other site except this one.
Automatic translation:
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3 weeks 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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3 weeks ago
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.
- What types of games did you play to accumulate your winnings?
- Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a link or a screenshot of it.
- When was the last time you communicated with customer support regarding the delay in processing your payment? How did they explain this delay?
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
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3 weeks ago
TranslationMy winnings came exclusively from sports betting without any kind of bonus. I've sent at least 10 emails to customer support and been in the live support chat 20 times, always receiving the same answer: that there are currently delays and the money will arrive soon. The last time was yesterday. I urgently request assistance; I depend on this money.
Edited
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2 weeks ago
Thank you for your reply. Before we proceed with the investigation, please forward me the most recent conversations between you and the casino customer support regarding the delay in processing your winnings at veronika.f@casino.guru.
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1 week ago
Dear nyqx,
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 days 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,
Veronika
Casino.Guru
