The player from Kyrgyzstan has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.
Mellstroy Casino - Withdrawal of player's winnings has been delayed.
Opened
Current status
Waiting for a delayed payment
10d 18h 56m 18s
Mellstroy Casino
Safety Index:Above averageCase summary
Discussion
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Public
2 days 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
2 days ago
Dear PiterSan,
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 days ago
Thank you for your response.
I understand that withdrawals may sometimes take time.
However, in my case the situation is unusual because:
the casino initially stated withdrawals take around 15 hours,
support repeatedly instructed me to cancel and split withdrawals,
even smaller withdrawals were not processed,
support now refuses to provide any timeframe at all and only refers to "gateway issues."
I will continue monitoring the situation and will provide updates if the withdrawal remains unpaid.
