The player from Buenos Aires has been waiting since April 2nd to withdraw her balance of $81,000, which is under review. Despite multiple inquiries, she has not received clear answers regarding the review process or the timeframe for her funds' release.
Topacio Casino - Player's withdrawal is delayed due to account review.
Opened
Current status
Waiting for player to reply
6d 17h 12m 20s
Topacio Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
yesterday
Translation
Problem description:
Since April 2nd I have been waiting to be able to withdraw my balance of $81,000 from my account, which is in the "process of review" according to support.
I have repeatedly requested information about the reason for the review and the timeframe for the release of my funds, but I have not received a clear answer or confirmation that my funds will be returned.
Solicitous:
Detailed explanation of my account review.
Estimated timeframe for the release of funds.
Written confirmation that my $81,000 will be released.
Automatic translation:
Public
Public
6 hours ago
Important notice:
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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.
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Public
Public
6 hours ago
Dear Carmen111,
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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of 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
Petra
