The player from Italy had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. We explained that such delays could be normal while KYC or processing was pending and asked him to wait the full 14 days and cooperate with the casino. After the waiting period, we requested an update, but he did not respond to our messages or reminder. As a result, we closed the complaint due to lack of cooperation, and no further investigation could be carried out at that time.
WinOlot Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €3,000
WinOlot Casino
Safety Index 4.5 LowCase summary
Discussion
Public
Public
3 weeks ago
Translation
Good morning,
I would like to share my experience with WinOlot and ask for your support.
I requested a withdrawal of €3,000 in winnings.
To complete the KYC verification procedure, I promptly sent all the documentation requested by the casino, namely:
● my Revolut account statement;
● official certificate of residence issued by my municipality;
● copy of my identity document;
● selfie with identity document.
I thought I had fully met all the verification requirements. However, after receiving all this documentation, the casino requested one more document: a notarized copy of my ID.
I requested a written explanation of the reason for this additional request and confirmation as to whether this document represents the final necessary verification and whether, once received, my winnings will finally be paid.
To date I have not yet received a clear answer.
I would like to point out that I have never refused to cooperate and have always provided all the requested documentation as quickly as possible. However, I am concerned that new documents are constantly being requested without any certainty that the payment will actually be made.
For this reason, I ask for your intervention to verify whether this additional request complies with standard KYC verification procedures and, if possible, to mediate with the casino so that my withdrawal is processed without further delay.
I am of course available to provide all the documentation, emails exchanged with the casino, and any further evidence useful in examining the case.
Thank you in advance for your support.
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 Valerino19-82,
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
Dear Valerino19-82,
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
Dear Valerino19-82,
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.
Public
Public
2 days ago
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,
Jean
Casino.Guru
