FantasyBet Casino - Pelaajan kotiutus viivästyy peruutuksesta huolimatta.

Hello,

I made a withdrawal of 2000€ after deposit 1700€ on March 21st and cancelled it on the same day, but it was still marked as "pending." I asked you several times if it was okay despite the cancellation, and you always maintained that it was fine and there were no problems. On March 24th, you told me that you needed to cancel it on your end to restart the process. However, it is now March 28th, and I still haven't received my "new withdrawal" from March 24th. Please respect your terms and conditions and the 24-hour deadline.

Thanks by advance !

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Thdn,

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,

Attila

Thank you for sharing your concerns.

We have reviewed your account and withdrawal history carefully, and would like to clarify the situation:

• Initial Withdrawal Timeline: Your first withdrawal request was canceled on your side. While it may have appeared as "pending," it could not be processed. You were advised to submit a new withdrawal request, which you did on March 24th. The processing timeframe always applies to the active withdrawal request, not to the initial request that was canceled.
• Balance Visibility: On our platform, withdrawal amounts are not deducted from the playable balance until the request is fully approved and processed. This is a deliberate system design to ensure security, accuracy, and flexibility in case of technical or payment issues. At no point is there any intention to pressure players to continue playing or to cause them to lose their funds.
• Gameplay and Balance: Following your withdrawal request, you continued to play and have used the entire balance. As a result, there are no funds currently available for withdrawal.
• Payout Policy: We operate under a 100% payout policy, and all legitimate withdrawals are processed in full accordance with our Terms and Conditions. Any delays are due to routine internal checks, including compliance verification, security assessments, and coordination with payment providers, which are necessary to ensure safe and secure transactions.
• Account Closure: As requested, your account has now been closed.

We regret any frustration or inconvenience this situation may have caused and want to emphasize again that there was never any intention for you to lose funds. Our priority is always to ensure safe, accurate, and fair handling of all transactions.

-The FantasyBet Team

Dear Thdn,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Thdn,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila