Janusz Casino - Player’s withdrawal is delayed.

On August 24th, I requested a withdrawal via bank transfer. The account is fully verified, and previous withdrawals have worked. The status has been "pending" for over two weeks. The casino is citing a technical outage, and live chat has become completely unavailable

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Dear pistolPete88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

Best regards,

Tomas

Hello!

There are my answers below:

1. Have you made any successful withdrawals from the casino in the past? - There wasnt any problem before with that.
2. Could you please confirm that you have passed the KYC verification? - Yes, I confirm it. I am fully veryfied client of this casino.
3. Have you accumulated your winnings with the help of a bonus ? - No, it's just my winning in regular way of game.

Thank You in advance for Your help!

Piotr

Thanks for the explanation.

Has the casino processed your payout since your last post?

Please let me know.

No, they did nothing. Please, let's do it quicker! I've waited 7 days for Your simple respond. Best wishes,, Piotr

Dear pistolPete88,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Endri (endri.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello pistolPete88,

My name is Endri, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Janusz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Endri

Another information from casino...

Good morning,

The pending withdrawal was paid out. Thank you for your patience.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear pistolPete88,

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,

Endri