The player from Austria expressed frustration over the delayed transfer of his winnings. He noted that while deposits were processed quickly, the withdrawal process for his winnings had exceeded the promised 3-5 days, prompting him to consider legal action if it was not resolved soon. The Complaints Team acknowledged the issue but informed him that due to a lack of response to their inquiries, they were unable to proceed with further investigation or provide solutions, resulting in the closure of the complaint.
Mafia Casino - Player’s winnings are delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
Mafia Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Hello, I've been playing at Cassino for a long time, but this has never happened to me before. Don't transfer my winnings; I didn't steal them, gentlemen, I won them. On the other hand, if I make a deposit, you know how to automatically withdraw them and credit them to my gaming account. I'm very dissatisfied with the withdrawal process for my winnings. You are the slowest Cassino I've ever played at. I will be patient as long as necessary and wait for you to transfer my money to my bank account. And if it takes a few more days, I'll have to consult a lawyer and sue you. Your forum says you make the transfer within 3-5 days... I made the withdrawal last Thursday, and my money still hasn't arrived. You can't be serious! Everyone will run away from you! Just because you didn't make the payment on time.
Automatic translation:
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3 months 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear TELescu.1988,
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,
Kristina
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3 months ago
Dear TELescu.1988,
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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2 months 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,
Kristina
Casino.Guru
