Horus Casino - Pelaajien nostopyynnöt viivästyvät.

Hello dear Casino Guru team,

I recently had some luck at Horus Casino and won a significant amount on a non-jackpot slot. Consequently, I regularly requested several withdrawals on 10.06 and 12.06, as unfortunately, the casino only allows withdrawals of €1,000 per transaction.

The issue I'm facing now is that I've been completely ignored by the casino's finance team for a week. On 10.06, I directly asked if the money could possibly be withdrawn faster than the imposed limit of €5,000 per week or €20,000 per month, but there has been absolutely no response. The regular customer service has been unhelpful as well, only telling me that they have no insight into the finance team’s processes and that I should just wait.

According to the casino's terms and conditions, the processing time is supposed to be 2-4 days, and in the past, communication was quite prompt. Therefore, I waited a week before reaching out here. I wanted to avoid filing a complaint, but this situation seems quite odd to me.

If you need any further information, please let me know.

Thank you for your assistance!

PS: My casino account is verified.

Hallo liebes Casino-Guru-Team,

ich habe im Horus Casino Glück gehabt und einen hohen Gewinn in einer nicht Jackpot Slot erspielt. Daraufhin habe ich ganz regulär mehrere Auszahlungen am 10.06. und am 12.06. beantragt, da man hier pro Auszahlung leider nur 1.000€ auswählen kann.

Das Problem an der ganzen Sache ist jetzt jedoch das ich seit einer Woche vom Finance-Team des Casinos komplett ignoriert werde. Ich habe direkt am 10.06. gefragt, ob man das Geld ggf. Auch schneller als mit 5.000€/Woche bzw. 20.000€/Monat auszahlen lassen könnte, allerdings gab es hierauf bisher keinerlei Reaktion. Der reguläre Kundenservice wimmelt mich leider auch nur ab und sagt das sie keine Einsicht auf die Prozesse ihres Finance-Team haben und ich warten soll.

In den AGB des Casinos ist die Rede von 2-4 Tagen Bearbeitungszeit und in der Vergangenheit lief der Kontakt auch eigentlich immer ziemlich flott ab, daher hab ich jetzt erstmal eine Woche gewartet. Ich wollte es eigentlich vermeiden das Ganze über eine Beschwerde hier laufen zu lassen, aber das Ganze kommt mir leider etwas seltsam vor.

Sollten Sie weitere Infos benötigen, geben Sie gerne Bescheid.

Danke für die Hilfe!

PS: Mein Konto beim Casino ist verifiziert.

Dear Yamison,

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 I can understand the whole situation completely.

• Could you please advise if the entire amount of €70,000 has been approved by the casino and subsequently split into several installments?
• Have you received any winnings already?
• Have you received any communication from the casino at all regarding these withdrawals, or has it been completely silent from their finance team?
• Could you provide any screenshots or documentation of your withdrawal requests and any communication you’ve had with the casino’s customer service team?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Hello Petronella,

thank you for the very quick response!

Unfortunately, I have not yet received any feedback from the casino about my winnings, even after asking the finance team several times via email and live chat customer service. Customer service in the live chat just assured me that the payouts are visible and that I should wait.

So far, I have not received any payment, even though I requested the payment of €54,000 exactly one week ago. The remaining €16,000 was only requested two days later.

I will forward my previous emails to the finance team to you straight away + a few screenshots of the requested withdrawals. However, since there are 70 individual withdrawals, I have only sent some of them to you.

Since the communication with customer service took place via live chat, I unfortunately do not have any documentation of this.

Best regards

Yamison

Hallo Petronela,

danke für die sehr schnelle Rückmeldung!

Leider habe ich bisher vom Casino noch keine Rückmeldung zum Gewinn erhalten, auch nicht nach mehreren Nachfragen beim Finance-Team per E-Mail und beim Live Chat Kundenservice. Der Kundenservice hat mir im Live Chat immer nur versichert das die Auszahlungen ersichtlich sind und ich warten soll.

Bisher habe ich auch noch keinerlei Auszahlung erhalten, obwohl ich die Auszahlung von 54.000 € vor genau einer Woche beantragt habe. Die restlichen 16.000€ sind erst 2 Tage später beantragt worden.

Meine bisherigen E-Mails an das Finance-Team leite ich Ihnen gleich weiter + ein paar Screenshots zu den beantragten Auszahlungen. Da es sich dabei jedoch um 70 einzelne Auszahlungen handelt, habe ich nur einen Teil davon an Sie geschickt.

Da die Kommunikation mit dem Kundenservice per Livechat passiert ist, habe ich dazu leider keine Unterlagen.

Beste Grüße

Yamison

Hi Yamison,

I have checked the general terms and conditions and this is what I found (here):

In case of big winnings or Jackpot win in any of the Jackpot video slots the maximum withdrawal of such winning may not be grater than 5.000 EUR, or the equivalent amount in your chosen currency, per week. You agree that we shall only be obliged to pay to you the maximum amount specified above.

Please understand that maximum withdrawal limit is clearly outlined in T&C and since your withdrawals were requested just nine days ago, we will extend the timer for an additional 5 days and allow some more working days to casino to process your requests. Let’s stay positive and wait for the good news regarding your withdrawals.

Thank you in advance for your patience.

Hello Petronella,

I am also familiar with this passage, but this restriction only applies to jackpot slots. That is why some websites also have a warning about the casino in relation to jackpot winnings and jackpot slots.

However, none of my winnings came from a jackpot slot, so this restriction does not apply.

If there are any problems, it would at least be nice to receive some feedback from the casino, but unfortunately there is complete radio silence from the casino.

Let’s hope for a response soon.

Thank you for your efforts and best regards

Hallo Petronela,

die Stelle ist mir ebenfalls bekannt, allerdings bezieht sich diese Einschränkung wohl nur auf Jackpot Slots. Deshalb gibt es auf einigen Websites auch eine entsprechende Warnung zum Casino in Bezug auf Jackpot Gewinne und ebensolchen Slots.

Allerdings stammt keiner meiner Gewinne aus einer Jackpot Slot, weshalb diese Einschränkung nicht greift.

Sollte es irgendwelche Probleme geben wäre es zumindest schön, überhaupt mal eine Rückmeldung vom Casino zu erhalten, allerdings herrscht com Casino aus leider absolute Funkstille.

Hoffen wir auf eine baldige Rückmeldung.

Danke für den Einsatz und beste Grüße

Update:

I have just received a response from the casino: The responsible game provider is currently examining the gameplay and is waiting for a response. As soon as this is done, I will receive a final response from the casino.

At the same time, I also asked for an approximate time.

Update:

Ich habe soeben eine Rückmeldung vom Casino erhalten: Aktuell wird wohl das Gameplay vom zuständigen Gameprovider untersucht und dahingehend auf Rückmeldung gewartet. Sobald dies erledigt ist, bekomme ich vom Casino eine finale Rückmeldung.

Im selben Atemzug habe ich auch gleich einmal nach einer ungefähren Zeitangabe gefragt.

Hi Yamison,

Thank you very much for the update. It's not unusual for the game provider to thoroughly review significant wins. I will set the timer for an additional 7 days and ask you to keep me informed of any further developments.

Thank you.

Dear Yamison,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Petronella,

Unfortunately, I haven't heard anything new from the casino yet. Do you know how long such an audit can take?

Best regards

Yamison

Hallo Petronela,

leider habe ich bisher noch nichts neues vom Casino gehört. Ist Ihnen bekannt, wie lange so eine Prüfung dauern kann?

Beste Grüße

Yamison

Thank you very much, Yamison, 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 Yamison,

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

Dear Horus Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello Mirka,

I just received a new response:

"We are, unfortunately, still waiting for one of the game providers to complete their winnings verification. Since this is taking a long time, we have decided to begin processing and paying out your winnings on Monday, July 8th, with or without this final verification (or sooner in case we receive an answer from them, of course)."

So the whole thing should finally be cleared up by next week.

Best regards

Yamison

Hallo Mirka,

ich habe soeben eine neue Rückmeldung erhalten:

"We are, unfortunately, still waiting for one of the game providers to complete their winnings verification. Since this is taking a long time, we have decided to begin processing and paying out your winnings on Monday, July 8th, with or without this final verification (or sooner in case we receive an answer from them, of course)."

Damit sollte sich das Ganze dann ab nächster Woche endlich geklärt haben.

Beste Grüße

Yamison

Thank you for your reply, Yamison,

Please notify me, when you receive your withdrawal, or when there is any other important update in your withdrawal process.

Update:

I have just received the first €4,000 and an email with information about the withdrawal limit. I am still not entirely sure why it was not €5,000. The remaining amount has now been credited back to my casino account and must be requested again as a withdrawal next week.

Can the case remain open until all the money has been paid out or what happens next?

Thank you and best regards

Yamison

Update:

Ich habe soeben die ersten 4000€ und eine Mail mit der Info über das Auszahlungslimit erhalten. Warum es keine 5000€ gewesen sind ist mir bisher nicht ganz klar. Der restliche Betrag wurde jetzt wieder als Guthaben aufs Casino Konto zurückgebucht und muss nächste Woche erneut als Auszahlung beantragt werden.

Kann der Fall hier offen bleiben bis das Ganze Geld ausgezahlt worden ist oder wie geht's nun weiter?

Danke und beste Grüße

Yamison

Dear Yamison, 

Have you received a second withdrawal since your last message? Also, have you received any clarification regarding receiving less than the maximum withdrawal limit?

Dear Yamison,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, please excuse the delayed response.

Yes, I have already received the second payment and the missing €1000 came shortly afterwards. So far everything seems to be going well.

Thank you!

Guten Tag, bitte entschuldigt die verspätete Rückmeldung.

Ja, ich habe bereits die zweite Auszahlung erhalten und die fehlenden 1000€ kamen kurze Zeit später noch hinterher. Bisher scheint also alles seine Wege zu gehen.

Vielen Dank!

Ironically, today's payout didn't arrive. I've already written to the casino.

Ironischerweise kam die heutige Auszahlung nicht an. Ich habe dem Casino bereits geschrieben.

Dear Yamison,

Has anything changed since your last message?

Dear Yamison,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.