The player from France requested a withdrawal two weeks ago for his winnings of 450€, but the casino continuously delays payments and claims it's a normal process. Despite submitting KYC documents previously, he receives no responses to his emails or customer service queries.
Wolf.io Casino - Player's withdrawal is delayed.
Opened
Current status
Waiting for player to reply
5d 23h 0m 6s
Wolf.io Casino
Safety Index 6.8 Fresh casinoCase summary
Discussion
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16 hours ago
Hello, unfortunately scamming casino, as long as you are losing they will take all the money without questions, once i won like 450 eur and couldnt withdraw, keeps delaying payments says its normal day after day, after all they requested kyc which i submitted long time ago, noone replying to my emails, noone even replying anymore to my cs queries.. terrible casino
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1 hour 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.
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1 hour ago
Dear kenzi11,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.
To proceed, let me ask you to clarify some things.
- Have you accumulated your winnings with or without an active bonus?
- Could you please let me know which documents you have already provided and when exactly you sent the last one?
- Please post a screenshot of your casino account verification page so we can see which documents are successful or pending.
- Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru?
I hope we will be able to help you resolve this issue. Thank you in advance for your reply.
Best regards,
Jean
