The player from Finland had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. We advised him to wait at least 14 days for the withdrawal to be processed, as delays could be caused by KYC verification or a high volume of requests. The issue was later confirmed as paid, so we marked the complaint as resolved.
LeoVegas Casino ES - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €82
LeoVegas Casino ES
Safety Index 9.8 Very highCase summary
Discussion
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2 weeks ago
Translation
Hi. My account is fully verified. I am trying to withdraw money to my bank account but the money is being returned. The chat said they are doing a manual withdrawal but it has not been paid out.
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2 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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2 weeks ago
Dear eedisivac,
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
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2 weeks ago
TranslationThis was paid for. You can delete it, thank you.
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2 weeks ago
Dear eedisivac,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation.
If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
Best regards,
Jean
Casino.Guru
