TwinVegas Casino - Withdrawal of player's winnings has been delayed.

Ich warte seit dem 26.5. auf zwei Auszahlungen. Einmal 2000 € und einmal 1500 €. Das Casino reagiert im Chat und auf Emails nicht. Meine Verifizierung wurde bereits erfolgreich abgeschlossen. Kann daher diese enorme Verzögerung nicht nachvollziehen. Bitte um Unterstützung!

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 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 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Leider wurde meine Auszahlung noch nicht bearbeitet. Sie befindet sich auf der Casinoseite nach wie vor unter "Ausstehende Abhebungen".

Laut Kundensupport per Mail bin ich vollständig verifiziert.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Ich habe Ihnen eine Email mit den Details geschickt.

Hallo Dominika,

Ich habe im TwinVegas Casino zuvor noch keine Auszahlung beantragt.

Ich nutzte den 100% Willkommensbonus.

Ich schreibe täglich den Live Kundensupport an und werde immer mit folgender Antwort vertröstet. Ich bekam schon zweimal die Nachricht per Email, dass meine Verifizierung erfolgreich war und meine Auszahlungsanfrage an die Finanzabteilung weitergeleitet wird. Dies ist allerdings ebenfalls schon mehr 2 Wochen her, aber die Geldbeträge befinden sich auf der Casinoseite nach wie vor unter "Ausstehende Abhebungen".

Vielen Dank für eure Unterstützung!

LG Marion 

Dear player, could you please provide a screenshot of the pending withdrawals from your casino account, making sure all relevant details such as dates, amounts, and status are clearly visible?

Also, could you please forward me your communication with the casino regarding this issue — including any emails or chat transcripts — to [email protected]?

Heute wurden meine ausstehenden Auszahlungen nach mehr als 2 Wochen warten auf mein Spielerkonto zurückgebucht. Es gibt mir niemand im Chat oder per Email bescheid, warum die Auszahlungen storniert wurden.

Wie soll ich weiter vorgehen?

Eine neue Auszahlungsanfrage erstellen?

Kann das sein? Ich höre von so einem Problem das erste Mal.

Bis jetzt konnten ALLE Casinos problemlos auf mein Bankkonto auszahlen.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

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,

Dominika