Reel Raven Casino - Withdrawal of player's winnings has been delayed.

Ich habe fair gespielt, die KYC-Dokumente wurden ständig abgelehnt und am Ende wurde der Gewinn mit einer pauschalen Textklausel ohne Beweise gestrichen.

Ich kann ihnen noch viel mehr Beweise schicken.

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 PapaGewitter,

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

"Hallo Casino-Guru-Team, ich benötige dringend Hilfe mit dem Anbieter Reel Raven (Green Champions Leader S.R.L.). Ich habe 22 € eingezahlt, fair gespielt und mein Guthaben auf 420,14 € hochgespielt. Tagelang wurde meine Auszahlung durch den KYC-Prozess verzögert – ständig wurden scharfe Fotos als 'unscharf' abgelehnt. Nun hat mir das Casino einfach 398,14 € vom Konto gestrichen. Sie senden mir nur die pauschale Klausel 5.9.5 (i bis iv) und weigern sich zu sagen, welchen angeblichen Verstoß ich begangen habe. Ich habe weder VPN noch unerlaubte Software genutzt, noch habe ich Dokumente gefälscht. Das Casino weigert sich ohne Beweise, meinen rechtmäßigen Gewinn auszuzahlen. Bitte helfen Sie mir, mein Geld zu erhalten."

Dear PapaGewitter,

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.

Hallo. Karla vom Casino-Guru, ich benötige dringend Hilfe mit dem Anbieter Reel Raven (Green Champions Leader S.R.L.). Ich habe 22 € eingezahlt, fair gespielt und mein Guthaben auf 420,14 € hochgespielt. Tagelang wurde meine Auszahlung durch den KYC-Prozess verzögert – ständig wurden scharfe Fotos als 'unscharf' abgelehnt. Nun hat mir das Casino einfach 398,14 € vom Konto gestrichen. Sie senden mir nur die pauschale Klausel 5.9.5 (i bis iv) und weigern sich zu sagen, welchen angeblichen Verstoß ich begangen habe. Ich habe weder VPN noch unerlaubte Software genutzt, noch habe ich Dokumente gefälscht. Das Casino weigert sich ohne Beweise, meinen rechtmäßigen Gewinn auszuzahlen. Bitte helfen Sie mir, mein Geld zu erhalten.

Dear PapaGewitter, 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

Dear PapaGewitter,

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

Hallo Karla Eintagsfliege.

Vielen Lieben Dank und Danke für die Info. lg Oliver PapaGewitter.

Dear PapaGewitter,

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 Reel Raven Casino to join this conversation and assist in addressing the complaint.

Dear Reel Raven Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Hallo Munya

( Casino Analyst & Complaint Specialist )

Ich danke ihnen für ihre Zeit. Ich habe genug beweise die ich noch schicken könnte. Wenn sie also etwas brauchen, können sie mir eine Nachricht schicken. Lg Oliver PapaGewitter

PapaGewitter

Thank you very much for your willingness to share the evidence. I will be requesting it as the case assessment unfolds. In the meantime, I am hoping that the casino will join the conversation.

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.

PapaGewitter

I wish to inform you that the casino just responded via email and they have promised to look into your issue. I will keep the complaint open and update you once I have an update from them.

Hallo lieber Munya.

Ich bedanke mich für die Information. Ich hoffe wir können das Problem beheben . Ich bedanke mich für ihre Zeit und Hilfe 🙂 Wünsche ihnen einen schönen Abend. Lg Oliver / PapaGewitter

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.

Hallo. Die Spielen doch nur mit uns !!! Ich versteh das ganze nicht ! Da muss doch mal mehr DRUCK gemacht werden, in der Zeit gibt es immer mehr Opfer´s !!! Ich warte seit Wochen das ist so unfair .

PapaGewitter

Your concerns are completely understandable, and I truly sympathize with your situation. Please rest assured that I am doing everything I can to help bring this complaint to a fair resolution. I appreciate your patience and will continue following up on your behalf until we receive a meaningful update.

PapaGewitter

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. In the meantime, I recommend you contact an alternative dispute resolution service (https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. These services are approved by the Gaming Authority and have better options and tools to assist players. I am sorry I could not be of more help on this occasion.

Regards,

Munya

Casino Guru