Winum Casino - Player claims that payment has been delayed.

I made a withdrawal 2 days ago and was asked to complete a verification process which I complied and did. These about 48 hours ago.

And they clearly stated during the verification process withdrawal of funds will be suspended, so now that I've completed the process my withdrawal ought to have been completed by now.

It's been more tha. 48hours and nothing yet, I need my withdrawal please

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.

Dear EVELYN-SILAS,

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

It's not resolved, now the account is blocked and they're claiming i violated there rule which is exactly false in itself.

They saw i have a balance of over $2800 dollars so instead of paying they just blocked the account and are talking gibberish now

Dear EVELYN-SILAS,

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.

My withdrawal hasn't been received and it fact my account was blocked after I've successfully verified my account

Dear EVELYN-SILAS, 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

1. NO I HAVEN'T MADE ANY WITHDRAWAL BEFORE

2. YES I'VE PASSED THE VERIFICATION, I WILL EVEN ATTACH A PROOF OF THAT

3. I'VE NEVER USED THERE BONUS BEFORE

4. I PLAY BOTH CASINO AND SPORT BET EQUALLY

5. I WOULD ATTACH ALL NECESSARY PROOF

AFTER I COMPLETED THE VERIFICATION THEY FIRST TOLD ITS A PAYMENT ISSUE THAT I WOULD SOON RECEIVEY WITHDRAWAL.

THEN NEXT THING IM COMING TO CHECK MY EMAIL JUST TO SEE A MESSAGE THAT MY ACCOUNT IS BLOCKED DUE TO SOME VIOLATION I NEVER DID OR KNOW NOTHING ABOUT. I'VE BEEN USING THESE ACCOUNT FOR BOTH CASINO AMD SPORT BETTING AND I MOSTLY INDULGE IN WORLD CUP GAMES. THESE IS VERY UNJUST AND UNFAIR. I NEED MY FUNDS IN THERE PLEASE

Dear EVELYN-SILAS,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated ResolverBarbora, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello EVELYN-SILAS,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora