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Requested a withdrawal 0n 12/07/2024 for $434 When I check on it ,it says pending

Dear verenouss, 

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

yes have had withdrawals in the past with no problem, yesKYC passed,never ask for bonus.

Its verenous Do not understand why they are holding up withdrawal, never had a problem with them before, Thanks for your help.

my user name at the casino is verenous

never had a problem with them before ,do not understand what's going on

Thank you for your replies. Could you please specify what types of games you played?

When was the last time you had contact with the casino's customer support regarding the delay in the payment of your winnings?

I play Black jack ,Sent them e-mail yesterday saying please send check. I don,t think they can be contacted by phone or chat. I tryed. Thanks for your help. They have all my info and sent checks in the past, never had a problem with them before until now. I checked my account yesterday and it still says withdrawal pending. Its been pending since 12/07/2024.

Just got an e-mail stating payment has been authorities, will let you know when or if I get the withdrrawal.

Checked casino website again it said ,payment has been authoized but its still pending. They will send me an e-mail when it is sent. Will keep you posted

Went to casino website, payment was authorized on 1/20/2025 as per E-mail, however its still pending on website. Will let you know if anything changes.

Thank you for keeping me informed. Please note that we typically recommend that players wait up to 14 days after authorizing their payment for their winnings to appear in their bank account. This delay may be caused by a high volume of withdrawal requests, investigation of the player's account or some external factors that the casino cannot influence. I appreciate your patience and cooperation.

check came by courier a few minutes ago for full amount $434. Thank you very much for your help. It feels good to know there is someone there to go to for help.

Dear verenouss,

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, 

Veronika Fritz 

Casino.Guru