The player from Germany has been waiting for withdrawal for months. After discussion with the casino the issue was resolved .
I've been waiting for my final withdrawal from the casino for a few months now. The casino paid 500 EUR twice in February and they have had "delays" with the withdrawal all the time since then. Can it be helped?
Dear lmtrubel,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Which method to withdraw your winnings you have opted for? Have you accumulated your winnings with or without an active bonus?
Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Yes, I played with the bonus. First the casino paid on Ecopayz but I made the last payout on Bitcoin because there were some problems with Ecopayz. The communication was the same all the time and it looked like this:
"We have received your letter. There are some delays in withdrawal requests processing at the moment. Your withdrawal will be processed soon."
And always the same.
Hello everyone,
Dear Explosino Casino Team, thank you very much for looking into this issue for us.
lmtrubel, I will keep this complaint opened until your confirmation regarding successful withdrawal. Please, keep us updated, so we can proceed with this complaint accordingly.
lmtrubel, It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals. If you don’t receive your winnings by then, please, let us know and we will intervene.
I already know that, but the last time I paid out was in May. I have been waiting for more than 3 months and customer service is always sending inquiries to the finance department, but that doesn't change anything. In addition, I no longer have access to my account and cannot control anything. I am desperate.
Dear lmtrubel,
It is assured that your withdrawal request will be processed.
The delay was caused by the fact that all withdrawal operations through ecoPayz have been suspended. Also, until recently, the integration of new crypto-processing was carried out.
Now the withdrawal requests through the new crypto processing are processed in the order of the queue.
Best Regards,
Explosino.
Hello everyone,
Thank you both for the update. lmtrubel, I see no other option than waiting a little bit more. Please, keep us updated and let us know if there is anything new.
Dear Kristina,
The withdrawal request has been processed by the finance department.
Best Regards,
Explosino.
Awesome news, lmtrubel. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.