The player from Brazil had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player reported issues with the withdrawal process at the casino, including delays and a lack of communication from support. Despite attempts to resolve the matter, the player did not respond to our requests for further information, which led to the rejection of the complaint.
Orozino Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: 3,700 R$
Orozino Casino
Safety Index:Below averageCase summary
Discussion
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1 year ago
Translation
Dear all,
I am opening this dispute due to problems processing withdrawals on the Orozino Casino platform. Here are the details of what happened:
Withdrawal of R$ 3.700 (25/02/2025)
I requested a withdrawal of $3,700 on February 25, 2025.
After more than 10 days without processing, the withdrawal was canceled without any clear justification.
Remaining balance and second withdrawal of R$280 (09/03/2025 - Carnival Saturday)
After the first withdrawal was canceled, I continued playing and lost part of the balance, leaving only R$1,200.
On March 9, 2025 (Carnival Saturday), I requested a withdrawal of R$280, but as of today (03/06/2025) the amount has not been processed.
When I contact support, I always get the same response that the case has been forwarded to the financial sector, with no deadlines or concrete solution.
The Orozino Casino platform was recommended by Casino Guru, which gave me confidence to play on it. However, the lack of transparency and the delay in processing withdrawals undermine the company's credibility.
I request Casino Guru's mediation so that Orozino Casino fulfills its obligation and processes my withdrawal correctly and within a reasonable timeframe. I am available to provide prints, proof of request and history of communication with support to prove what happened. if you need more evidence I only ask that you only disclose honest casinos this one is not honest
Sincerely,
Romeu da S****
Edited by a Casino Guru admin
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1 year ago
Dear romeu3540,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 year ago
Dear romeu3540,
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 year ago
TranslationI didn't receive any withdrawals. I even lost part of my balance. This bookmaker always paid normally, but after I made a considerable profit, they stopped paying and just started playing games. They always say they're going to refer it to the finance department, but they never resolve it.
I currently have an outstanding withdrawal of R$600, which is what's left, and they won't pay. This is further evidence that they are acting in bad faith.
In addition, I also made a profit with bonuses, and they removed my balance claiming that I wagered an amount and then halved it in the last bet. However, this rule is not mentioned anywhere. Moreover, it is an abusive rule. I suggest you review the bookmakers you advertise.
I have all the evidence to prove these events, including transaction logs, bet prints and conversations with support. I am willing to take the appropriate measures to resolve this situation.
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1 year ago
Dear romeu3540,
I can assure you that we have not recommended this casino—as you can see, its safety index is 5.8/10.
To further review your case, please forward the communication between you and the casino regarding this matter, along with a screenshot of your pending withdrawals, to nikolas.b@casino.guru.
We will be awaiting your response.
Best regards,
Nick
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1 year ago
Dear romeu3540,
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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1 year ago
TranslationThe bookmaker Orozino.com has serious problems when it comes to withdrawals. Although depositing is extremely easy and quick, the same is not true when it comes to withdrawing winnings. A number of players face constant difficulties, whether it's unjustified cancellations, endless delays or a lack of response from support.
After the first message, customer service becomes practically inaccessible, limited to automatic replies stating that the case will be forwarded to the financial sector, without any real solution. This raises doubts about the transparency of the platform and damages the user experience.
In my case, I've managed to make winnings by playing, but I've never been successful when trying to withdraw them. In the end, I lose the money because the platform simply doesn't allow withdrawal. I know that solving this kind of problem can be difficult, but I'm making this complaint to warn other players and prevent them from going through the same situation. it's a lot of information to talk about if you want to set up a meeting so that I can show you everything live in the best possible way
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1 year ago
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As you can see, there are no abusive rules anywhere in the world.
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1 year ago
Dear Romeu3540,
Could you please confirm whether your last pending withdrawal has also been lost? If not, could you specify how long it has been pending?
Additionally, please note that in most cases, live chat support is handled by outsourced representatives who do not have direct access to player accounts and cannot take any actions on them. Therefore, it may not be the most reliable source of information for account-related matters.
Awaiting your response.
Best regards,
Nick
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1 year ago
Translationthe last one was 4 days ago a withdrawal of 100.00 R$
your information is important, in which country this casino is locatedAutomatic translation:
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1 year ago
Dear Romeu3540,
Is this currently your only withdrawal?
If yes, please keep in mind again that it might take up to 14 days for it to be processed.
Let us know once you receive it or it would be pending longer than recommended.
Regards,
Nick
