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Good morning, can you help me understand the reason for the failure to credit my winnings of 300 euros as of today. Deposit with pay PAL, withdrawal request with the same method, game account approved, amount deducted from the account. They do not respond to emails, in the chats they continue to tell me that they will urge the department. Since May 29th it seems absurd to me, furthermore they have not even sent me the withdrawal confirmation email, which is usually forwarded by gaming platforms. Thanks for your intervention.

Buongiorno, mi aiutate a capire il motivo del mancato accredito alla data odierna della mia vincita di 300 euro. Versamento con pay PAL, richiesta di prelievo con la stessa modalità, conto gioco approvato, importo detratto dal conto. Alle mail non rispondono, alle chat mi continuano a dire che solleciteranno il dipartimento. Dal 29 maggio mi sembra assurdo, inoltre non mi hanno nemmeno inviato la mail di conferma prelievo, cosa che solitamente le piattaforme gioco inoltrano. Grazie per un vs intervento.

Dear Cieloaperto,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Cieloaperto,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning, to date nothing yet despite my repeated requests in a response as to why my winnings have not yet been credited to me. The responses via chat are always the same.... we urge the competent office.... but nothing else. In fact, they also add that there are no documentation problems and that the account is verified. I would ask you for your kind intervention to resolve this situation which I consider unfair towards those who play. I await your updates. Thank you very much!

Buongiorno, ad oggi nulla ancora nonostante i miei ripetuti solleciti in una risposta del perché la mia vincita non mi è stata ancora accreditata. Tramite chat le risposte sono sempre le stesse.... sollecitiamo l'ufficio competente....ma null'altro. Anzi, aggiungono pure che non ci sono problemi di documentazione e che il conto è verificato. Vi pregherei in un vostro gentile intervento per risolvere questa situazione che reputo poco corretta nei confronti di chi gioca. Attendo vs aggiornamenti. Grazie mille!

Dear Cieloaperto, please allow me to ask you a few questions, so I can understand the whole situation completely.

Do I understand correctly that you currently do not have any pending withdrawals in your casino account?

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

I have access to the account, the winnings were made without a bonus, there are 0.05 cents in the account, the 300 were deducted and left pending (so they tell me waiting for ..... I don't know what). I haven't memorized the chats, but believe me ... they always tell me the same thing ... let's forward to the competent office. I have never made withdrawals before, and the same was requested with the same method as the top-up (pay PAL). Do you need my username to be able to continue with them? Should I send it to you privately?

Ho accesso al conto, la vincita fruttata senza bonus, sul conto ci sono 0,05 centesimi, i 300 sono stati detratti e lasciati in sospeso (così mi dicono in attesa di ..... Non so cosa). Le chat non le ho memorizzate, ma credetemi...mi dicono sempre la stessa cosa...inoltriamo all'ufficio competente. Non ho mai effettuato prelievi prima, e lo stesso è stato richiesto con modalità identica alla ricarica (pay PAL). Avete necessità del mio nome utente x poter proseguire con loro? Ve lo mando in privato?

You won't believe it, right now I received the credit on pay PAL. I consider the report resolved. Thank you for your interest.

Non ci crederete, in questo momento mi è arrivato l'accredito su pay PAL. Considero la segnalazione risolta. Grazie per il vs interesse.

Dear Cieloaperto,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru