The player from Ontario experiences delays in withdrawing her winnings after multiple verification requests were submitted and accepted. Despite winning again, her withdrawal requests of 1500€ and 3003€ have not been processed within the promised 24 hours, with the casino citing system problems and backlog.
Richard Casino - Player's withdrawal is delayed.
Opened
Current status
Waiting for player to reply
9d 23h 20m 42s
Richard Casino
Safety Index 9.2 Very highCase summary
Discussion
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22 hours ago
I've recently won a few times at this casino after the first withdrawal they started requesting multiple verification things. OK fine it was all submitted after days of them saying they weren't appropriate. They finally accepted them long story short I won again this week and I made for 1500 and another for 3003 33. We are going on four days. This is three days longer than they stated 24 hour payout. And they keep saying their system problems and a long list of people ahead of me we all know it doesn't take this long for a processing a withdrawal so how can I move forward with a complaint so I am paid out accordingly
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39 minutes ago
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.
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39 minutes ago
Dear Lindsay82,
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,
Kristina
