The player from Italy had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout had not been received yet. We explained that withdrawal delays of up to 14 days were common due to KYC verification or high withdrawal volumes and advised patience and cooperation with the casino. The player later marked the complaint as resolved, indicating that the issue had been settled without further intervention.
Monaco Jack Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €435
Monaco Jack Casino
Safety Index 6.7 Above averageCase summary
Discussion
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5 months ago
Translation
Hi, I'm having a problem with my withdrawal from this casino. I requested a withdrawal of €435 on February 26th, and it was approved on March 3rd.
The problem is that the withdrawal hasn't arrived yet. Since it's a crypto withdrawal, if it was approved a week ago, it should have already been credited.
I tried contacting support via chat and they said they would file a report, but I haven't heard anything.
I also contacted them via email but there were no satisfactory responses here either. They simply said they would inform the finance department and let me know.
I hope you can help me receive my withdrawal.
Thank you
Automatic translation:
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5 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 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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5 months ago
Dear Spaffle,
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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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Spaffle,
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,
Karla
