The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
Oro.gg Casino - Player believes that their withdrawal has been delayed.
Opened
Current status
Waiting for casino to reply
5d 6h 24m 56s
Oro.gg Casino
Safety Index:Below averageCase summary
Discussion
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2 weeks ago
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2 weeks ago
Dear padde89,
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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1 week ago
Dear padde89,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 week ago
Translation
Hello,
Unfortunately, there is no good news. The payment of €200 has not yet been processed.
Although I requested the payout again on April 26, 2026, and the 14-day period has therefore finally expired, Casino Oro.gg continues to refuse any communication.
My personal VIP support on Telegram has completely ignored my messages since April 22nd (they are not even being read anymore).
The live chat on the website is permanently unavailable to me.
I receive no response to my emails.
Since the prescribed waiting period has now ended and the casino is obviously deliberately ignoring me ('ghosting'), I kindly request that you escalate the complaint and contact the casino directly to obtain the payout of my €200.
Thank you so much for your help!
Automatic translation:
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6 days ago
Dear padde89, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Karla
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6 days ago
TranslationHello Karla,
Thank you so much for taking on my case. Here are the answers to your questions:
Successful payouts: Yes, I have already successfully received payouts from Oro.gg; most recently, after much back and forth, €400 was released via my bank.
KYC verification: Yes, my account is fully verified (KYC passed).
Bonus: The winnings were achieved without an active bonus.
Games: I played casino games (no sports betting).
Communication: I will send you screenshots of my contact attempts and proof of the lack of response (especially from VIP Telegram support and the unavailable live chat) to your email address. karla.m@casino.guru send.
As mentioned before, I requested the €200 again on April 26, 2026, but since April 22, 2026, the casino has not responded to my requests on any channel.
Additionally, I would like to emphasize that this is not my first complaint against Oro.gg. I have had to intervene through CasinoGuru several times in the past to obtain my rightful payouts.
It is extremely frustrating and unacceptable that, as a player, I have to go through this lengthy process of filing a public complaint every time just to get my money back. I have neither the desire nor the time to constantly wait weeks for withdrawals and then be completely ignored by support. I expect a reputable provider to process withdrawals promptly without this massive external pressure.
Thank you so much for your help!
Automatic translation:
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2 days ago
Dear padde89,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Munya,( munya.s@casino.guru)
. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Karla Mayfly
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2 days ago
Dear padde89,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Oro.gg Casino to join this conversation and assist in addressing the complaint.
Dear Oro.gg Casino,
Could you please provide your comments regarding this matter?
Thank you in advance for your cooperation and for sharing any relevant information.
