The player from Brazil has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
W78.com Casino - Player believes that their withdrawal has been delayed.
Opened
Current status
Waiting for a delayed payment
7d 5h 22m 31s
W78.com Casino
Safety Index:LowCase summary
Discussion
Public
Public
5 days ago
Translation
Hello, I would like to open a ticket about a serious problem with my account. I had a total balance of R$1080 on the platform (R$1000 in requested withdrawal and R$80 remaining in the account). Initially the withdrawal was reported as approved, but later the entire balance was confiscated and I was informed in a generic way that there was "fraud", without any detailed explanation or manual analysis of my case.
I would like to request a manual review of the decision by the security team and to be informed of the specific reason for the accusation of fraud, as well as the exact clause of the platform's terms and conditions that was applied to justify the total confiscation of the balance.
I am fully willing to provide any necessary documentation or perform identity verification (KYC) to prove that my account is legitimate. I kindly ask that the case be reviewed by a human attendant and that I receive a clear explanation of the decision taken.
Automatic translation:
Public
Public
5 days 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
5 days ago
Dear Magolyn,
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
