The player from Italy had requested a withdrawal less than two weeks prior to submitting the complaint. Their money had not been received yet. The player marked the complaint as resolved after the issue was addressed. We closed the complaint in our system following the player's confirmation of resolution. The player was encouraged to provide feedback on our services, but no further action was required.
SlotsGem Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €200
SlotsGem Casino
Safety Index 6.6 Above averageCase summary
Discussion
Public
Public
3 weeks ago
Translation
Despite having sent over 20 documents proving my identity, they are doing everything they can to prevent you from refunding your winnings. They want to send a photo of the ATM card with my name and surname, but you know full well that the ATM card doesn't show my name and surname. I sent them a screenshot of my online banking account, which certifies that I am the owner of the ATM card and shows the deposit I made, and despite all this, they are refusing to refund my winnings. I am asking for your help because I had a similar problem with another casino in the past, and it was resolved thanks to you.
Automatic translation:
Public
Public
3 weeks 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.
Public
Public
3 weeks ago
Dear sangiorgiosal1966,
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
Public
Public
2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear sangiorgiosal1966,
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
