Topacio Casino - Player’s withdrawals are delayed and account issues persist.

Hello, I just wanted to say that at first everything was fine with the casino, but as the days went by and I made a couple of withdrawals, the casino was beginning to show its true colors.

The first withdrawal was super good, it arrived in less than 2 hours since the maximum period they promise is 24 hours and after playing again I made another withdrawal that took a little more than 2 days, of course because I was talking to the chat about why the delay and supposedly it was because they were verifying my account, once verified they made the withdrawal, then I continued playing and every time I made a withdrawal it took longer than the maximum period they say and what they promise, I always had to expose my rights as clients so that they would respond, at least every time I complained about the withdrawals a while later they paid me and now in the last largest withdrawal it has been 4 days that they do not pay me, I call 2 or even 3 times to the chat looking for a solution and help and the same response as always is that my case was reported and that I wait for a response to the email and what happens is that that email has not arrived, they told me that it would arrive shortly and I have been waiting for 4 days for the famous ghost email and they still have not sent it to me, even the chat has already I lost respect because I always ask how my withdrawal or the case is going and they end the chat without my consent because they tell me that the case has already been reported, but that's what they are there for, to make these inquiries and on top of that, they have little patience to answer, they try to rush me to talk to them and I will attach a screenshot of the attention to the chat.

Also say that I have been trying for a week to get a solution to 3 games in which I know I have profits but just by "error" they say they do not work because there was an error when trying to open the 3 games, they gave me steps to follow to solve them and nothing worked, I deleted cookies, deleted history, I tried incognito, I changed the Internet network, I changed devices, I changed browsers, VPN is not and proxy is not either and I even changed my password in case it helped in any way and nothing worked, of course they tell me that they do work and I do not doubt it, but the problem is with my account and every time I tell them to enter my account themselves and see with their own eyes that those 3 games cannot be played, then they must solve the problem, a computer teacher told me that the problem comes from them since what I did does not work at all, to this day they have not solved anything, not even my withdrawals and the problems with those 3 games that do matter to me.

It should be noted that the withdrawal of those winnings was without a bonus, I deposited and played with real money.

Everything was fine at first, the casino was really good, but I can see that they're not going to solve those problems or they're hiding or plotting something.

I hope you take this opportunity to fix these issues and continue to rate your casino highly...

Dear player,

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,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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,

Dominika

Casino.Guru

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I would like the Topaz Casino to respond to the many emails I have sent them to recover my account since they never sent me an email with any solution to access my account, it is as if they have blocked me from everything.

Dear client, please check your email for detailed information regarding your case.

Dear player, could you please confirm whether you have checked the email that the casino sent you? Please update us on the current situation.

It took more than two months for them to send me an email, but it only said that my account was blocked for improper activity and they didn't give me any details whatsoever. They didn't explain anything. The only thing I can think is that I won a good amount of money and they decided to block the account to stop me from playing and winning.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([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.

Hello there,

Thank you Gonz3832 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Topacio Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

It seems I'm not the only one with problems; I've just found out that several people are having issues with this casino and their withdrawals. Perhaps they're doing everything they can to delay withdrawals or not pay at all, so the user spends their money waiting so long. Maybe that's why they blocked me and didn't give me any explanation.

Dear client,

Your case has been thoroughly reviewed, and you have already received an email with the investigation results. Please respond to that email from your personal address so we can proceed accordingly.

Please note that, according to our review, the activity on your account did not comply with the bonus terms and conditions. Therefore, the complaint cannot be accepted.

Thank you for your understanding.

The email they sent didn't provide any details whatsoever; they didn't give me the exact reason why I can no longer access my account. So what's the point of replying to the email?

Thank you for the update Topacio Casino representative. Would it be possible to provide me with the reason for the closure of the account? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Dear client,

We would like to inform you that your account has been opened. Please make sure to follow our rules and avoid any violations in order to prevent problems in the future.

Dear Gonz3832, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!

Dear Gonz3832,

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,
Peter
Casino.Guru