Simsinos Casino - Player believes that their withdrawal has been delayed.

It is the first time I made a withdrawal at Simsinos casino. I took the deposit bonus 100% no wagering. I made 2 times withdrawal. 1st, I withdrew 72 Euros. Later I canceled and play games until I reached more than 1000 Euros. I requested to withdraw again. I already submitted my documents for KYC but there was no any sign of progression. It seemed to be accepted. But I have no idea about it

They stated in their Term & Conditions that withdrawal should be done in 48 hrs. Now it is longer than 48 hrs. but nothing happened. My withdrawal is still in progress. There's no email or any message from the Simsinos' team to let me know anything. I tried to contact them many times through live chat and emails but there were only robots kept sending me back the same words "we will reach back to you as soon as possible" It's really frustrated receiving the same answer every time I tried to contacted them. Please Casino Guru Team help me to talk to them if you can. Thank you so much for your help.

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Dear jjay60,

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jjay60,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla