The player from Italy has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.
Wazbee Casino - Withdrawal of player's winnings has been delayed.
Opened
Current status
Waiting for Casino Guru to reply
6d 12h 58m 54s
Wazbee Casino
Safety Index:HighCase summary
Discussion
Public
Public
3 weeks ago
Translation
Hi, I deposited a lot of money into the casino, then requested a withdrawal of €400. They asked me for documents, which I sent, and then they told me I had passed the KYC check and that the account had been verified. I made the withdrawal request, but after a while, they blocked my account, and despite several emails and chats, they didn't tell me the reason. This is a casino that usually pays out within 30 minutes of the withdrawal request.
Automatic translation:
Public
Public
3 weeks 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
3 weeks ago
Dear billyplay,
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
Public
Public
2 weeks ago
TranslationThey closed my account, telling me I violated the casino's terms and conditions. They told me I had multiple gaming accounts. I actually had an account at this casino, but it was permanently closed some time ago. So, I currently only have one account at this casino, and I haven't violated any rules. At this point, if they want to close my account and not pay the €400 withdrawal, they'll have to refund all the deposits I made into that account.
Automatic translation:
Public
Public
1 week ago
Dear billyplay,
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.
Public
Public
1 week ago
TranslationThey closed my account, telling me I violated the casino's terms and conditions. They told me I had multiple gaming accounts. I actually had a gaming account at this casino, but it was permanently closed some time ago. So, I currently only have one account at this casino, and I haven't violated any rules. At this point, if they want to close my account and not pay the €400 withdrawal, they'll have to refund all the deposits I made to this account.
Automatic translation:
Public
Public
3 days ago
Dear billyplay, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, 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.
Karla
Sensitive attachment
Sensitive attachment
3 days ago
Translation
Hi, I haven't made any withdrawals before; this was my first. I didn't play with a bonus. I passed the KYC verification. I only played at the casino. Yes, but now they've closed my account and won't pay the €400 withdrawal or refund my deposits.
Edited
Automatic translation:
Public
Public
11 hours ago
Dear billyplay,
Thank you for your response and for the information provided so far.
To better understand your situation regarding the alleged multiple accounts, could you please clarify a few additional details:
– Could you please explain why your previous account was permanently closed?
– Do you have any emails or screenshots from the casino confirming the closure of your previous account?
– If possible, please share any communication related to that account closure.
This information is very important for us to assess whether the casino’s decision regarding multiple accounts is justified.
You can upload the evidence directly here or send it to my email at karla.m@casino.guru.
Thank you in advance for your cooperation.
Karla
