The player from Latvia had a withdrawal request pending for over two weeks and was receiving repeated responses from support stating that it was "in the queue." He confirmed having passed full KYC verification and having accumulated his winnings with a bonus by playing slots. The complaint was marked as resolved after the player confirmed the issue had been addressed. We closed the case with an invitation for the player to share feedback on our service.
Ludios Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €249
Ludios Casino
Safety Index 8.1 HighCase summary
Discussion
Public
Public
1 month ago
Hi. My withdrawal has been pending for more than 2 weeks. Support always says the same thing: "It's in the queue. Please wait."
Public
Public
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.
Public
Public
1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from this casino before?
- Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification?
- Did you accumulate your winnings with or without a bonus?
- What types of games did you play to accumulate the winnings you've been trying to withdraw?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
1 month ago
Hello!
Have you made any successful withdrawals from this casino before? Yes
Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification? Yes
Did you accumulate your winnings with or without a bonus?
With bonus
What types of games did you play to accumulate the winnings you've been trying to withdraw?
Slots
Public
Public
1 month ago
Thank you for your reply.
Please send me a link or a screenshot of the bonus you activated and played with.
Also, kindly forward me the most recent conversations between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru.
I appreciate your time and cooperation.
Public
Public
1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear aolegf,
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,
Veronika
