Cusco Casino - Player’s withdrawal is significantly delayed.

There has been a significant delay in withdrawals on this site for quite some time.

The dedicated manager recently mentioned something different from the initial explanation.

I completed all the document submissions on December 16, and submitted a withdrawal request around the same time.

That request has yet to be credited, and the initial explanation was that the finance department was processing it without any issues.

Considering it was close to the year-end, when I inquired again around that time, I was told there might be slight delays in processing due to the holiday period, which I accepted, understanding there might be holiday-related impacts.

However, as of today, the funds still haven’t been credited. The response from three days ago stated,

"Technical work related to the payment method is being conducted on the site, and there might be delays in processing withdrawals."

The situation has changed to this.

I'm satisfied with the prompt responses to my inquiries from the dedicated manager.

But, naturally, I am becoming anxious because the withdrawal hasn't been processed for over a month. I would appreciate if this issue could be addressed somehow.

Dear nishitsuki, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that 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?

Have you accumulated your winnings with or without an active bonus? 

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. 

Best regards, 

Veronika

Have you ever been successful in making a withdrawal?

No, I have never been able to withdraw any money.

Can you please confirm that you have passed KYC verification?

I have checked with the manager repeatedly and there has been no talk of any additional KYC required.

Have you accumulated winnings with or without an active bonus?

I don't know what accumulation means, but I met the conditions for the bonus money and was able to cash it out.

I have confirmed once again that a withdrawal request for €2,000 was made on 12/18/2024.

There have been no cancellations on the site. CuscoCasino has not offered any alternative withdrawal methods and has been acting dishonestly.

I have exchanged over 40 emails with my exclusive manager so far.

Up until 2025.01.25, "I checked and your payment is currently being processed by our finance department."

This was the answer.

On 2025.01.26, "The site is currently undergoing technical work regarding payment methods and withdrawals may take longer to process. Thank you for your understanding!"

The answer has changed to this one.

I don't feel there was anything wrong with the way my dedicated manager handled the situation, but I am outraged by the way the finance department handled it.

It's been about 45 days, so it's hard to imagine there being any technical issues.

It has been a week since the reply on the 26th. Why has there been no announcement on the website about the ongoing technical problems with withdrawals?

For all of the above reasons, the financial department has confirmed the withdrawal issue, but is continuing to accept other users.

This response is dishonest.

Thank you very much, nishitsuki, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear nishitsuki,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Cusco Casino representative to join this conversation.

Dear Cusco Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello everyone,

The player is currently undergoing a verification process by our anti-fraud system due to suspicious betting patterns in Dragon Tiger Luck by PGSoft.

The player consistently places €5 bets exclusively from the bonus balance, which raises concerns about potential bonus abuse and systematic wagering.

Indicators of a Fraudulent Strategy:

 Low-risk gameplay: Dragon Tiger Luck is a game with nearly equal winning odds (~50% per outcome), allowing the player to wager bonuses with minimal losses.

 Fixed betting pattern: The player maintains the same €5 bet size throughout the session, which suggests an intentional effort to clear the wagering requirement without engaging in natural gameplay.

Our anti-fraud team is currently reviewing the player’s activity, and upon completion of this process, we will determine the appropriate course of action regarding the account and any pending withdrawals.

We appreciate your understanding and cooperation in maintaining fair gaming practices.

I was surprised at the sudden change in his statements.

This was completely different from the explanation I had had up until then, and I finally understood the meaning of the 46 email exchanges that had taken place.

The answers you've given me up until now have been different because you asked your manager to give you a different explanation in order to keep the details of the investigation concealed.

It took about two months, and now they're bringing up the explanation and continuing the investigation.

"We ask for your understanding and cooperation in maintaining fair game operations."

It seems to me that what you're saying is lacking in fairness.

So, they kept their intentions hidden in their responses to our inquiries, and deceived us from start to finish by telling us about several non-existent problems.

Or perhaps the explanation was changed in an attempt to cover up the problem of continued delays in withdrawals.

The reason I didn't change the bet amount was because I thought that changing the bet amount might violate the terms of use.

The translation function on the site didn't work properly, so I had a hard time reading the terms of use.

When I actually opened the game, I think I was constantly being told that the bet limit was €5.

Thinking back to that time, I think I may have chosen the above machines so that I could play consistently for €5.

I didn't realize that there was a limit on winnings, and my balance was adjusted when I met the wagering requirements, so I remember asking support about it.

Dear Cusco Casino,

Could you please confirm, if there has been any update in the investigation process?

Hello everyone,

We would like to provide an update regarding this case.

Our anti-fraud team is still conducting a thorough investigation into the player's betting activity to ensure compliance with our fair play policies. Given the nature of the detected patterns, we need to complete a detailed review before making a final decision.

We expect to conclude our investigation and provide a final response by next week. We appreciate your patience and cooperation as we work to uphold a fair and secure gaming environment.

Thank you for your understanding.

Best regards,

Cusco Casino Team

Dear Cusco Casino,

Would you be able to provide the result of the investigation?

Hello everyone,

Thank you for reaching out. We would be happy to provide the results of our investigation. Could you please confirm the preferred method or email address where we can send the relevant details?

Looking forward to your response.

Best regards,

Cusco Casino

Dear Cusco Casino,

feel free to send me the details to miroslava.d@casino.guru.

Hello everyone,

We have sent you an email to the address you provided. Kindly check your inbox, including the spam or junk folder, to ensure you receive our message.

The email was sent from support@cuscocasino.com. If you do not see it, please let us know so we can assist you further.

Looking forward to your confirmation.

Best regards,

Cusco Casino Team

Dear Cusco Casino,

Please bear in mind, that confiscation of winnings only based on betting strategies is against our Fair Gambling Codex. 

I sent you an e-mail with request of clarification of some previous accusations.

Thank you for your cooperation.

We would like to ask the casino to reply to provide information requested by e-mail. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.