HomeComplaintsExplosino Casino - Player’s withdrawal has been delayed.

Explosino Casino - Player’s withdrawal has been delayed.

Amount: €170

Explosino Casino
Safety Index:Very low
Submitted: 16 Dec 2021 | Resolved : 20 Dec 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Italy requested a withdrawal and after 14 days of waiting for payment, he decided to make a complaint. The player received a payment approximately 2.5 weeks after the withdrawal request. The complaint is resolved.

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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

Dear Costy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We know already from your previous complaint (here) that you've received successful payments from this casino in the past, could you confirm it, please? Which payment method you have opted for to receive your winnings?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

 

Looking forward to hearing from you. Thank you in advance.

 

Best regards,

Petronela

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2 years ago

file

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2 years ago

Thank you very much, Costy, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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2 years ago

Hello Costy,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Explosino Casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear Explosino Casino team, could you please state the reason why the player's withdrawal has not yet been processed and when can they expect the payment?

 

Thank you in advance for providing the information.

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2 years ago

thanks branislav for your help

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2 years ago

Dear Costy,


The withdrawal request has been processed by the finance department.


Best Regards,

Explosino.

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2 years ago

Dear Costy,

At this point, it should only be a matter of time before the payment reaches you.

I will keep this complaint open until your confirmation regarding successful withdrawal.

Please let us know as soon as you receive the payment.

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2 years ago

thanks you are number one the payment has arrived thanks again

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2 years ago

Thank you, Costy, for confirming and for using the Casino Guru complaint resolution centre. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Explosino Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru

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