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Good morning.

On 16.03.2025 I made a withdrawal of 90€ and then on 19.03.2025 I made another one of 400€ totaling 490€. To date the withdrawals have not been completed.

My account is verified and everything has been won with a real balance and normally.

So far I've only had problems with withdrawals from this casino once, but this time it's taking longer than usual.

Can you help? Thank you

Bon dia.

No passado dia 16.03.2025 efetuei um levantamento de 90€ e depois dia 19.03.2025 efectuei outro de 400€ totalizando 490€. Até à data ainda não concluiram os levantamentos.

A minha conta está verificada e tudo foi ganho com saldo real e normalmente.

Até hoje sempre que efectuei levantamentos neste casino somente tive problemas uma vez mas desta vez está a demorar mais que o previsto por norma.

Podem ajudar? Obrigado

Dear Knotz12345,

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.

Good morning,

It's been 14 days since the first payment of €90 was credited. The second withdrawal of €400 was made on 19.03.2025. Yesterday in the chat they gave the same answers again and again. We apologize for the delay and everything will be fine. But I still don't have the money.

Can you help? Thank you

Bom dia,

Hoje faz 14 dias que o primeiro pagamento de 90€ nao foi creditado. O segundo levantamento de 400€ foi efetuado no dia 19.03.2025. Ontem no chat voltaram a dar sempre as mesmas respostas. Pedimos desculpa pelo atraso e irá tudo correr bem. Mas continuo sem o dinheiro.

Podem ajudar? Obrigado

Dear Knotz12345,

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.

I still haven't received any money in my account and the customer service replies are always the same. We're sorry for the delay, apologize for the inconvenience, etc. Below you can see their chat from yesterday, the 29th:

Chat started on 29 Mar 2025, 01:15 PM (GMT+0)

(01:15:53)*** Pedro joined the chat ***(01:15:53)Pedro

Pending withdrawals of €490 in total. The first was made on 16.03.2025 and the second on 19.03.2025. What's going on????

(01:15:59)*** Bianca joined the chat ***(01:16:03)Bianca

Hello, welcome to Customer Service!

My name is Bianca and I'll be seeing you today.

(01:16:18)Peter

Good afternoon.

(01:16:55)Bianca

I need a few minutes to look into this. Please stay in the chat and I'll be back with an update shortly.

(01:17:00)Peter

Ok thanks

(01:19:45)Bianca

Thank you for waiting.

I understand your concern about your withdrawals.

Although there has been a delay, I can assure you that our team is doing its best to process all of our players' withdrawals as quickly as possible.

I assure you that the withdrawals will be sent as soon as possible.

The status of withdrawals will be updated in your balance history as soon as it has been processed. Your patience up to this point is greatly appreciated.

(01:19:48)Bianca

In cases like this, all it takes is a little more patience, we understand how you feel and that you've already waited some time. So we apologize for the inconvenience caused.

(01:20:02)Peter

Thank you

(01:20:52)Bianca

Thank you for understanding, Mr. Pedro!

(01:20:55)Bianca

Is there anything else I can do for you?

(01:21:05)*** Pedro left the chat ***

This is the kind of chat they have. Always the same.

Bom dia.

Ainda nao recebi nenhum valor na conta e as respostas do apoio ao cliente são sempre as mesmas. Lamentamos o atraso, pedimos desculpa pelo transtorno, etc. Em baixo podem verificar o chat de ontem dia 29 no chat deles:

Chat started on 29 Mar 2025, 01:15 PM (GMT+0)

(01:15:53)*** Pedro joined the chat ***(01:15:53)Pedro

Levantamentos pendentes de 490€ no total. O primeiro feito a 16.03.2025 e o segundo a 19.03.2025. O que se passa????

(01:15:59)*** Bianca joined the chat ***(01:16:03)Bianca

Olá! Bem-vindo ao Serviço de Apoio ao Cliente!

O meu nome é Bianca e estarei a atendê-lo hoje.

(01:16:18)Pedro

Boa tarde.

(01:16:55)Bianca

Preciso de alguns minutos para analisar isso. Por favor, continue no chat e voltarei com uma actualização em breve.

(01:17:00)Pedro

Ok obrigado

(01:19:45)Bianca

Obrigada por esperar.

Compreendo a sua preocupação relativamente aos seus levantamentos.

Embora tenha havido um atraso, posso garantir que a nossa equipa está a fazer o possível para processar todos os levantamentos dos nossos jogadores o mais rápido possível.

Garanto que os levantamentos serão enviados o mais rapidamente possível.

O estado dos levantamentos será atualizado no seu histórico de saldo assim que for processado. A sua paciência até este momento é muito apreciada.

(01:19:48)Bianca

Em casos como esse, basta um pouco mais de paciência, compreendemos como se sente e que você já esperou algum tempo. Por isso, pedimos desculpas pelo inconveniente causado.

(01:20:02)Pedro

Ok obrigado

(01:20:52)Bianca

Obrigada pela compreensão senhor Pedro!

(01:20:55)Bianca

Há mais alguma coisa que possa fazer por si?

(01:21:05)*** Pedro left the chat ***

Este é o tipo de chat que eles têm. Sempre igual a isto.

Good morning,

I still haven't received the money in my account. Can you help me with this casino? Thank you

Bom dia,

Continuo sem receber os valores na minha conta. Podem ajudar com este Casino? Obrigado

Good afternoon

Another day without receiving my money. Can you please help?

Boa tarde

Mais um dia sem receber os meus valores. Podem ajudar por favor???

Good evening.

I canceled the 90€ withdrawal and lost the entire amount. Now I only have the €400 withdrawal to enter my account.

This €400 withdrawal was made on 19.03.2025 and I still haven't received anything in my account. This casino is worthless!!! Please help me get the amount in my account

Boa noite.

Cancelei o levantamento de 90€ e perdi o valor todo. Agora só tenho o levantamento de 400€ para entrar na minha conta.

Este levantamento de 400€ foi efetuado no dia 19.03.2025 e ate hoje ainda nao recebi nada na conta. Este casino não vale nada!!! Ajudem-me por favor a ter o valor na conta

Dear Knotz12345,

I'm sorry to hear that you have lost a part of your balance.

Please be sure not to cancel any other withdrawals as you would have to wait 14 days again in case of requesting a new one.

As your current one is pending over the recommended period, I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Knotz12345, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear Casinia Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify the current status of the player's withdrawal request and when Knotz12345 can expect it to be processed from your side.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Good morning,

I still haven't received my €400 from this casino. The information in the chat is always the same. It's like we're talking to a robot. Always apologizing for the delay, etc.

Please help!!!

Thank you

Bom dia,

Continuo sem receber deste casino os meus 400€. As informações no chat são sempre as mesmas. Até parece que estamos a falar com um robot. Sempre a pedirem desculpas pela demora, etc.

Ajudem-me por favor!!!

Obrigado

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning,

I would like to take this opportunity to inform you that everything is still the same. I haven't received anything in the account and I've already been to the chat again today and they're apologizing again and everything else like robots.

They are actively doing nothing but apologizing and delaying the process.

Thank you

Bom dia,

Aproveito para informar que continua tudo na mesma. Não recebi nada na conta e ja fui novamente hoje ao chat que voltam a pedir desculpa e tudo o resto como robôs.

Eles ativamente não estão a fazer nada a nao ser pedir desculpa e atrasar o processo.

Obrigado

Dear Knotz12345, thank you for keeping us updated. I hope we will hear from the casino soon. So far, there has been no response, unfortunately, but I will keep trying to connect with them.

Dear Knotz12345, 

I hope this email find you well.

Kindly be advised that your withdrawal request is paid from our site and if you still did not receive it you will have the money into your bank account is short period of time.

Thank you and have a great day.

Best Regards,

Casinia Team

Good morning

I confirm receipt.

Thank you

Bom dia

Confirmo o recebimento.

Obrigado

Dear Knotz12345,

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,

Natalia

Casino.Guru