The player from Austria faces issues with withdrawing funds due to repeated requests for the same document and difficulties in the verification process. She has canceled her withdrawal and attempted to use a previously verified bank account, but payouts continue to be delayed, and live chat support is unhelpful.
Simsinos Casino - Player's withdrawal is being delayed.
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Waiting for Casino Guru to reply
4d 11h 24m 5s
Simsinos Casino
Safety Index 4.5 LowCase summary
Discussion
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3 days ago
Translation
Hello, I tried to withdraw money for the first time around September 1st. I received several emails to verify my new account and uploaded all the documents immediately.
I was asked four times to send the SAME document (current bank statement of my new account).
I was informed in the live chat that this document is missing and that I should upload it again. However, it's not possible to upload a document again using the last email address, as this is only possible once.
I cancelled the withdrawal on August 9th and had the money paid out to my old, fully verified bank account. These withdrawals also supposedly cannot be processed.
Although I was otherwise always able to withdraw smaller amounts to this account without any problems.
I have the feeling that the payouts are being deliberately delayed, as the same documents are repeatedly requested. I even had to go to the bank to get official proof of my account AND my home address, and yet my account still hasn't been verified for about two weeks.
It is not possible to provide help via live chat, and the chat is usually ended immediately.
Automatic translation:
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2 days 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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2 days ago
Dear Eskimee,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we have received many complaints about delayed withdrawals from this specific gambling establishment. Despite the many cases submitted, the casino decided to take a no-response policy toward all our attempts to negotiate any issues.
I can only imagine how frustrating it must be to wait for your money without any feedback on when you’ll receive it, and I genuinely hope that your winnings will be sent to you eventually.
- Could you please forward a screenshot of your withdrawal request to tomas@casino.guru?
Thank you in advance for your cooperation and reply.
Best regards,
Tomas
