Olymp Casino - Player’s funds are blocked and withdrawal is delayed.

Hello Casino Guru Team,

I am opening this complaint against Olymp Casino because they are blocking my funds, rejecting my cryptocurrency withdrawals, and their support team is only giving me automated responses without any human help.

Here is the chronological order of events:

I made a deposit using cryptocurrencies on the platform.

I played and fully completed the 100% wagering requirement (rollover) required for deposits.

I requested a withdrawal, but the cashier section was partially blocked, showing the automated message: "Fulfill all conditions for withdrawal of funds", despite having met the rules.

Shortly after, the casino cancelled my withdrawal and performed a "refund" back to my casino balance.

System Glitch: After the refund, a technical anomaly occurred and my balance appeared duplicated, showing a total of 90€.

My current situation:

I want to state clearly that I have NOT touched or played a single cent of this balance since the duplication happened. I am acting in good faith. I am not trying to abuse any system error; I only want to withdraw my original, legitimate funds.

The customer support team keeps ignoring my messages, sending an automated template that says: "As soon as we receive an update, we will contact you via your provided email address". They do not explain what condition is supposedly missing, nor do they fix the technical balance error or process my payout.

What I request:

I ask the casino to manually audit my account, correct the duplicated balance glitch back to my legitimate amount, and process my withdrawal to my cryptocurrency wallet immediately.

Thank you for your assistance.

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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.

• How many deposits have you made into this casino so far?
• Did you activate any bonuses, either tied to your deposits or as separate no-deposit offers?
• Have you submitted any identity documents to the casino for the verification of your account?
• When did the casino's customer support last contact you about the technical issue with your balance or the withdrawal of your winnings, and what information did they provide?
• Have you made any successful withdrawals from this casino before?

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear copenhague,

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