Topacio Casino - Player's withdrawal has been delayed.

I've been waiting to be paid since the 14th. I loaded 6 million and now I'm waiting for the payment, which is 11 million 800. I've contacted them, but since the 15th they tell me they'll be making the payments, but after more than 7 days they still haven't paid me.

Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, as of today, I haven't received my payment. In fact, I continued betting and started withdrawing credits again, and they're not paying out. That's a long time to not have your money!

I appreciate your customer service.

To date, they have not yet paid me the withdrawals.

Thanks for your replies and updates regarding the situation.

Could you please share screenshots of your payouts with dates and status visible? Send the information to my email at [email protected] or post screenshots here.

Not all the photos were uploaded, but I sent them to the email indicated.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Igor ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

They have not yet proceeded to pay withdrawals

Dear Sonia,

I am so sorry to hear about your problem with the Topacio Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Topacio Casino representative to join this conversation and participate in resolving this complaint.

Dear Topacio Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Thank you very much.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I managed to get in touch with the casino representative. I will now reset the timer for the final 48 hours.

Dear client,

Sorry for the inconvenience. All your requests have been successfully paid, and there is no issue. You may close the complaint.

Best Regards

Topacio Casino

Hello Topacio Casino,

Thank you for joining the conversation and confirming that the balance has been paid out.

Dear Sonia,

Could you please confirm whether you have received your money?

Best regards,

Igor

Dear Sonia,

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.

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,
Igor
Casino.Guru