The player from Germany had won nearly €4,000 and initiated two withdrawals, which were accepted but later canceled due to the need for verification of the funds' origin. After submitting the required documents, he had been waiting for approval for almost a week, receiving only requests for patience from support. The issue remained unresolved due to a lack of response from the player, leading to the closure of the complaint by the Complaints Team. The player was informed that he could reopen the complaint in the future if he wished to resume communication.
Instant Casino - Player's withdrawal is delayed for verification.
Closed
Our verdict
Player stopped responding
Amount: €4,000
Instant Casino
Safety Index:LowCase summary
Discussion
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4 months ago
Translation
Last week I won almost €4,000. I initiated two withdrawals, both of which were initially accepted. Unfortunately, after two days, they were canceled with the explanation that the origin of the funds needed to be verified. Of course, not the deposit, but the withdrawal – that already seemed suspicious to me. So I submitted the necessary documents and have now been waiting for approval for almost a week. Support keeps telling me to be patient. To me, this is pure fraud.
Automatic translation:
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4 months 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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4 months ago
Hello,
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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
In case of adverse developments regarding your account and payout, please let us know sooner and we'll do our best to assist you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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3 months ago
Dear SchMax,
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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3 months 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
