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I submited a withdraw on the 11.12.2023 - 23:48

Asked support team if I will recive my money cause its been longer that 5 bussiness days, and they made a thicket to my name, and after 30 min they canceled my withdrawal of 4500 RON.

The money is back to the casino website.

The withdrawal was made by IBAN - Revolut , I checked the iban and bic/swift was good, Can someone please tell me what happend, and can I recive my money ? do I need to make another withdrawal ? again and wait ???

Also there is another Withdrawal that says paid of 2000 RON and that was not canceled but I still did not get that money either, was made in the same day same hour!

Dear florinbocea94,

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

Dear florinbocea94,

Have you received your withdrawal from the casino yet?

I did not recive the 2000 ron into my bank account, still waiting for the cancelation of it, to make the withdrawal into another bank account, cause it won't work into my revolut account.

So right now i m waiting for the casino to cancel that because it says paid, and i did not get payd the 2000ron, waiting for them to cancel and make another withdrawal into another bankaccount.

Thank you for your reply, florinbocea94. Have you made any successful withdrawals before? Could you please post a screenshot of your withdrawal history here in this thread?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

First withdrawal I made succesfull was the 4500

The 2000 Ron withdrawall, I'm still waiting for it despite the fact that it says paid

The difference I see in the first to the second picture, is that the withdrawal was made with GenomeBankIBAN and this option was succesfull, but in the seccond picture for the 2000 RON there was no option like that.

I'm still waiting for the money to get into my bank account, the 2000RON

Despite the fact that it says paid.

I would like to emphasize again we always give the casino two full weeks to process each payment. Since received one withdrawal not so long ago, I truly believe it is only a matter of time. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

I got the money, thank you!

Dear florinbocea94,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru