The player from Portugal had been unable to withdraw 1500 euros from Ludios casino since April 18th. After multiple inquiries to customer service, he continued to receive the same response that the finance department was handling the issue, and he raised concerns about the casino's lack of transparency. The complaint was closed due to the player's lack of response to the Complaints Team's requests for additional information needed to investigate the issue further. The player was informed that the complaint could be reopened if he decided to resume communication.
Ludios Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Ludios Casino
Safety Index 8.1 HighCase summary
Discussion
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1 month ago
Translation
Good afternoon, the Ludios casino has been withholding 1500 euros from me since April 18th. I've been to customer service several times and they always say the same thing, that the finance department is dealing with it. We're talking about more than a month to make a payment. I'm here to complain about the casino, which seems to me to lack transparency in its relationship with players.
I look forward to your response and help in this case.
Automatic translation:
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1 month 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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1 month ago
Dear Diogocsmmm1910,
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 fully understand the situation.
- Could you please confirm that your account is fully verified?
- Have you accumulated your winnings with or without an active bonus?
- Have you made any successful withdrawals before?
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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1 month ago
Dear Diogocsmmm1910,
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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1 month 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,
Jean
Casino.Guru
