The player from Italy had requested several withdrawals in August. They have been in a 'pending' state since then. We closed the complaint as 'unresolved' because the casino failed to respond.
Dendera Casino - Player’s withdrawals have been delayed.
Black points: 205
Amount: €650
Dendera Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
SALES BEAUTIFUL GURU CASINO.
ON THE DAY 30 AUGUST 2021 I REQUESTED THE WITHDRAWAL OF € 100 OBTAINED WITH FREE SPIN, TO GET TO REDEEM THE WIN WITHOUT DEPOSIT, I WAS ASKED TO DEPOSIT, SO I DID, PLAYING THEN WITH THE DEPOSIT MADE I WAS REACHED 3D BET I HAVE REQUESTED THE WITHDRAWAL OF ANOTHER € 400, AFTER REQUESTING THIS WITHDRAWAL AS WELL, I MADE ANOTHER DEPOSIT AGAIN AND I WAS ABLE TO REQUEST A WITHDRAWAL OF ANOTHER € 150, BY DEPOSITING I HAVE MADE ANOTHER € 100 AND WINNING ANOTHER € 100 THE WITHDRAWAL OF THIS LAST WINNING ALSO, THIS SAID I UNDERSTAND THAT MORE THAN € 500 PER WEEK CANNOT BE WITHDRAWN,
I UNDERSTAND THE VERIFICATION TIMES, BUT
FROM THE 30 OF AUGUST TO TODAY I HAVE NOT RECEIVED EVEN THE FIRST € 100.
THANKS FOR YOUR ATTENTION I TRUST IN YOU.
BS
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2 years ago
Dear Stefy0,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Is the delay an internal casino system issue, or it’s related to your account only? Do I understand correctly that payments are still pending inside your account without being processed?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.
Nevertheless, I hope we will be able to help you to resolve this issue as soon as possible.
Meanwhile, could you please forward your deposit/cashier and bonus histories to petronela.k@casino.guru?
Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
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Dear GURU casino, thank you. As always of your sublime work!
Now I forward everything to you, best regards
BS
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2 years ago
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Dear GURU casino, thank you. As always of your sublime work!
Now I forward everything to you, best regards
BS
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2 years ago
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Dear GURU casino, thank you. As always of your sublime work!
Now I forward everything to you, best regards
BS
PS. . The delay is the problem does not depend on me without doubt
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2 years ago
Thank you very much, Stefy0, for the forwarded screenshots. I'm afraid I haven't received the bonus history yet. Could you please resend it?
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2 years ago
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PS if you kindly tell me where I find the bonus history, I'll send you that too,
Thanks
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2 years ago
I have created an account and was able to see my bonus history inside:
Looking forward to hearing from you.
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2 years ago
Thank you very much, Stefy0, for forwarding all the relevant screenshots.
Could you please confirm the following timeline?
- winnings accumulated from Free Spins (€100) - withdrawal requested 30/8
- mandatory deposit of €25 placed 6/9 - accumulated winnings of €400 - withdrawal requested 12/9
- deposit of €25 placed 14/9 - accumulated winnings of €100 15/9
- deposit of €25 placed (I can't locate your last deposit) - accumulated winnings of €150 - withdrawal requested 22/9
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2 years ago
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Hello Dear GURU Casino, thank you for answering me
* With reference to the € 150 won, I will immediately explain that they are part of the previous € 100 winnings, which add up to € 250 the maximum I could request and since per week it is possible to request winnings x € 500, in CHAT I was told to divide the last win by claiming € 100 first and the remaining € 150 the following week
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2 years ago
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PS but in all this check to do with the DENDERA casino that does not intend to pay my winnings? I don't understand ..... Could you reassure me?
A thousand thanks
BS
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2 years ago
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Dear GURU casino
Is there any news that indicates the imminent payment of my winnings?
Thanks
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2 years ago
Thank you very much, Stefy0, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
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Dear Petronela, thank you for your assistance, see you soon.
BS
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2 years ago
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Hello Dear GURU casino
But is it possible that I still don't receive anything from the DENDERA casino?
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2 years ago
Dear Stefy0,
I apologize for the delayed response. I’m sorry to hear about your negative experience.
I would like to invite Dendera Casino to join this conversation and participate in the resolution of Stefy0’s complaint.
Dear Dendera Casino team,
Can you please state the reason why Stafy0’s withdrawal requests have not yet been processed?
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2 years ago
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Hello Dear GURU Casino and DENDERA Casino
I start to lose faith in DENDERA casino, a nod, nothing at all, an answer, nothing at all!
know well that I am waiting for my winnings!
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2 years ago
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Hi DENDERA casino
but how long does it take you to answer?
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2 years ago
Dear Stefy0,
Unfortunately, we have not yet received any response from the casino.
We would like to ask Dendera Casino to reply to this complaint. 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’. Please note that unresolved complaints affect the casino rating.
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2 years ago
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Hello Dear GURU Casino
I inform you that to date I have only received the winnings of € 100 with reference to the date of 30.08.2021
I look forward to the other winnings of 12.09 / 15.09 / and 22.09.2021
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2 years ago
Thank you, Stefy0, for the update. I’m glad to hear there’s been some progress. Please keep us posted on any news regarding the remaining withdrawals.
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2 years ago
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Hello Dear GURU Casino
DENDERA casino is very late with other payments
I see that they have not even responded to your requests, they are not making a good impression both with you and with me!
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2 years ago
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Good morning!!
I spoke in chat at the DENDERA casino, the operator told me that the winnings have been paid out every 18 days, but how?
You can receive up to € 500 per week and instead of that, do they send the winnings in installments? The only one I have received to date is the one on August 30th, for € 100
Then there was the other of 400 € with a distance of 13 days, But they couldn't send them together 100 + 400 ??
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2 years ago
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Ps the operator also told me that if I keep making deposits, my winnings will come sooner !!!
But what is blackmail?
I deposit and play if I feel like it,
My winnings come from my deposits of € 25 each.
Absurd all this
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2 years ago
Dear Stefy0,
I’m really sorry to hear about your bad experience with Dendera Casino, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.
I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
As you might know, the casino has a ‘Very bad reputation’ on our website. To avoid situations like this one, I strongly recommend only choosing casinos that received at least a ‘Very good reputation’. You’ll find a list of the recommended casinos [here].
I hope you never come across a problem like this again.
The casino can reopen this complaint anytime.
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