Ludios Casino - Player claims that payment has been delayed.

Ich habe die Verifizierung erfolgreich absolviert und es wurde mir mitgeteilt, dass die erste Auszahlung am Folgetag gemacht wird.

das auszahlungslimit sind täglich 500 Euro. Finanzteam ist von Montag bis Freitag da. Dauert also schonmal ewig bis das gesamt Geld bei mir ist. Nun wurde mir aber mitgeteilt, das die Auszahlung erst am 8.5 passiert und ich immer wieder in irgendwelche Warteschlangen rein falle. Somit wird die Auszahlung ewig dauern. Sofern sie überhaupt passiert.

ich kann 3 auszahlungsanfragen schicken, jeden Tag eine. Also warte ich wochenlang oder monatelang auf mein Geld. Wie kann ich mich dagegen wehren?

Könnt ihr mir da weiterhelfen?

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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.

Dear upanddown73,

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

Dear upanddown73,

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.

Hallo Team,

Danke vorab für eure Unterstützung.

Ich habe von meinem Gewinn noch keine Auszahlung erhalten.

Auf Nachfragen im Chat erhalte ich immer wieder die gleichen Textbausteine. Ich stehe in irgendeiner Warteschlange. Sie sind nicht mit dem Finanzteam verbunden und können deshalb keine konkreten Informationen geben.

ich habe zur Zeit 3 Auszahlungen a 500 Euro offen und es befinden sich noch 8500 Euro auf meinem Spielerkonto die ich ebenso auszahlen möchte.

Was aber dauern kann anhand der Entwicklung.

Verifizerung ist abgeschlossen. Diesbezüglich habe ich ein Mail bekommen.

Nochmals danke für eure Unterstützung.

Dear upanddown73, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hallo Karla,

danke, dass Du Dich mit meinem Fall befasst.

hier nun die Antworten zu deine Fragen:

• bis jetzt wurde noch keine Auszahlung von mir bearbeitet.
• die Verifizierung ist seit dem 4.5. abgeschlossen und mir wurde in diesem Mail mitgeteilt, dass meine erste Auszahlung am nächsten Tag stattfinden wird
• ich spiele ohne Bonus
• meine Gewinne habe ich in Slots gewonnen

die notwendigen Unterlagen werde ich gleich im Anschluss senden.

besten Dank nochmals

Anbei auch die Antwort die ich vom Support per Mail bekommen habe. Egal wie man nachfragt man bekommt keine Antwort. Außer das man nicht zuständig ist. Aber ich dachte der Support wäre genau dafür da.

Ich darf mitteilen das ich heute die erste Auszahlung von 500 Euro erhalten habe. Fehlen jetzt noch 9500,00 Euro

drei Wochen hat jetzt eine Auszahlung gedauert und ich möchte den Fall nicht vorher schließen bevor mein gesamtes Geld bei mir ist.

Dear upanddown73,

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, Samuel, (samuel.s@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,

Karla Mayfly

Dear upanddown73,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Ludios Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Ludios Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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

Dear upanddown73,

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,

Samuel