PlaceBet.io Casino - Player’s withdrawal is delayed with suspended payment methods.

Προσπαθώ πάνω από 1 μήνα να κάνω αναληψη το ποσό των 126.26€ από το λογαριασμό μου. Η εταιρεία ζητούσε συνεχεια έξτρα έγγραφα για ταυτοποιηση του λογαριασμού μου. Πριν από 3 μέρες κατάφερα να ταυτοποίησω το λογαριασμό μου όμως η εταιρεία δεν μου επιτρέπει να κάνω αναληψη έχοντας αναστείλει όλες τις μεθόδους πληρωμής. Η εταιρεία μου λέει ότι προσπαθεί να επιλύσει το πρόβλημα αλλά όλο αυτό με κάνει να ανησυχώ ότι δε θα πάρω τα χρήματα μου

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.

Dear mp21212,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with completing your withdrawal and the suspension of payment methods.

To help us understand the situation better, could you please clarify the following:

• On which exact date did you submit the most recent documents that completed your verification?
• Did the casino confirm in writing that your account is now fully verified?
• When you say that payment methods are suspended, does this mean you cannot request a withdrawal at all, or that the request fails at a certain step?
• Have you successfully withdrawn from this casino before, or is this your first withdrawal attempt?

If you have any screenshots or email communication showing your verification confirmation or the messages you received regarding the suspension of payment methods, please forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I finished my verification at 27th of December. Casino informed me that my account passed the check and my account is fully verified.

At first they told me that withdrawals are disabled until my account verification is completed, and then they told me that they are experiencing technical difficulties and that they are not processing withdrawals. As you can understand, I am unable to even submit a withdrawal request

I was registered about 4 Months before and that was my first withdrawal request

Hi mp21212,

Thank you for the clarification.

Please note that your account was fully verified on December 27, which means only five days have passed since the verification was completed. In many cases, casinos require a short additional processing period after verification before withdrawals are enabled, especially if technical issues are involved.

At this stage, I kindly ask you to remain patient and allow the casino some reasonable time to restore the withdrawal functionality.

In the meantime, could you please clarify one more point:

• Has the casino recommended or offered any alternative payment methods for withdrawing your balance, in case the originally selected method is currently unavailable?

Thank you in advance for your reply.

Το καζίνο δεν έχει προτείνει καμμία μέθοδο πληρωμής. Η κατάσταση συνεχίζει να είναι η ίδια, οι δικαιολογίες οι ίδιες και είμαι πλέον σίγουρος ότι έχω εξαπατηθεί και δεν πρόκειται να πάρω ποτέ τα χρήματα μου.

Σας παρακαλώ κάντε μια επικοινωνία με το καζίνο η κατάσταση δεν είναι φυσιολογική. Περάσανε 2 εβδομάδες πλέον από την επαλήθευση μου. Δεν βγάζει νόημα αυτή η κατάσταση. Μιλήστε τους σας παρακαλώ.

Dear mp21212,

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, Lala (jean.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.

Hello mp21212,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear PlaceBet.io Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They didn't answer and the will not do it. I scammed

Dear mp21212,

I have contacted the casino representative outside of the complaint thread with the hope that they will respond here as soon as possible. I will extend the timer by another day.

Dear mp21212,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Tobique Gaming Commission (TGC) by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at jean.s@casino.guru.

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lala