Koru Casino - Withdrawal of player's winnings has been delayed.

Hello everyone!

Koru casino is ignoring my statements regarding the missing Paygoo gift card and i have uploaded all the documents necessary: Full electricity bill, passport, selfie of me holding passport+ a sheet of paper stating they'r casino and date, bank statements from my online banking.

They are just acting like they don't care in chat about this matter and only asking for the gift card as an excuse to not pay out any winnings!

So i have decided to open up a complain regarding Koru casino.

I have provided much evidence so i really don't know what else i can do, so i will really appreciate some assistance.

Regarding the payout sum of the bonus i think 292.4 is the correct winning amount like the first agent stated before i managed to succesfully clear the wagering requirements, it feels like they just stole my winnings.

www.korucasino.com has confiscated my winnings of 292.5 Euro's.

I played yesterday evening from my 498 converted CP points into FS, after some time of play i reached over 100 euro's in balance i then decided to contact the support agent and ask for the max win cap from these FS and the support agent promised me: 10X of the total freespin win amount: 292.4 Euro's.

Today i tried to withdraw my winnings but the casino won't let me have my fair earned winnings, they say i have voilated they're rules by winning an amount over 50 euro's when wagering the bonus, which is really crazy and totally out of this world.

I have completed the wagering requirements and followed every rule, i have not been doing overbets or live casino just pure 0.3, 0.5 to 1 euro bets on slots only!

I have screenshot from the agent himself telling me in chat that the max win cap from my bonus is 10X the total freespin winnings from the converted loyalty points!

Today they say something completely different that the max win cap from a no-deposit bonus is 50 euro, but this is not a no-deposit bonus, it is a converted loyalty point bonus and the agent promised 10X max win cap and i have playing according to what the agent from support told me. PLEASE HELP!!!

I can provide evidence and screenshot of everything!

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Dear Ole1985,

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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello Karla! My account is fully verified but they are cancelling my withdrawal request because of the 20 euro deposit via mastercard gift card last year!

And they removed 580 euro's from my balance after putting them on withdrawal request to only 50 euro's when it is supposed to be 292.4 euro's there according to the 10X win from the FS winnings of 29.24 euro's

After making the withdrawal of 580 euro's they reduced the total balance down to only 50 euro's when the agent told me the max win cap for the bonus is 292.4 euro's! 242.4 euro's is missing and stolen by the casino!

Dear Ole1985,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Ole1985,

Thank you for your complaint.

As we have not received any further response or requested information from you, and it appears that access to this Casino Guru account may have been lost, we are unable to continue investigating this case.

For this reason, I will now close the complaint.

Please note that you are welcome to contact us again at any time or submit a new complaint once you regain access or are able to provide the necessary information, and we will be happy to assist you further.

Thank you for your understanding.

Best regards,

Karla

Casino Guru