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Dear MRWPOLAND,

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 MRWPOLAND,

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.

​Dear Karla,

​Thank you for following up on my case.

​I have an update regarding the current situation: I successfully received the first withdrawal of 2,000 PLN yesterday. Following this, the restrictions on my account were lifted, and I immediately submitted a second withdrawal request for another 2,000 PLN, which is currently pending.

​While there is progress with the payments, I am still deeply concerned about the casino's Responsible Gambling policies mentioned in my initial complaint. As I previously documented, the support agent explicitly stated that they do not offer temporary Time-Outs and threatened that any form of account block would result in the voiding of my remaining balance (4,000.41 PLN at that time).

​I would like to ask for Casino Guru’s expert opinion on this: Is a licensed casino permitted to operate without basic Responsible Gambling tools like deposit limits or Time-Outs? Furthermore, is it legal for them to claim that a request for a temporary break justifies the confiscation of a player's legitimate winnings? This felt like a predatory tactic to force me to keep gambling while my withdrawals were being delayed.

​I will keep you updated as soon as the second withdrawal hits my account.

​Best regards,

MRWPOLAND

Dear Karla,

The second payment of 2,000 PLN has been credited to my account.

Sincerely,

MRWPOLAND

Dear Karla,

​The third payment of 2,000 PLN has been credited to my account. I have now received the full amount.

​Sincerely,

MRWPOLAND

Dear MRWPOLAND,

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,

Karla Mayfly

Casino.Guru