The player from Ontario experienced delays in withdrawing her winnings after multiple verification requests were submitted and accepted. Despite winning again, her withdrawal requests of 1500€ and 3003€ had not been processed within the promised 24 hours, with the casino citing system problems and backlog. We explained that withdrawals could take several days or weeks and asked her to wait at least 14 days after requesting the cash out while keeping KYC cooperation with the casino. As she did not respond to our follow-up messages, the complaint was closed due to lack of communication.
Richard Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: C$4,803
Richard Casino
Safety Index 8.5 HighCase summary
Discussion
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1 month 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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1 month 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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1 month 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
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1 month ago
Dear Lindsay82,
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 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
