Vinyl Casino - Pelaajan nosto on viivästynyt.

Good morning, I'm waiting for the money to go into my account but the answer I get is that it was resolved yesterday, it was resolved today and nothing. I'm really annoyed that the stage hasn't changed and it's still the same as it was on the first day. First casino I've seen that takes ages to transfer money. Name of the casino is vinyl casino

Bom dia estou aguardando o dinheiro entrar na minha conta mas a resposta que me dão e que ficava resolvido ontem ficava resolvido hoje e nada. E de ficar chateada não mudou de etapa continua igual como no primeiro dia. Primeiro casino que vejo a demorar imenso para transferir o dinheiro . Nome do casino e vinyl casino

Dear Cateesilva-95,

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

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 Cateesilva-95,

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've had a payment of €500 still under review since October 3rd. It's frustrating how long it takes.

My account does not need verification everything is ok here my account and they still delay in paying . I'm super upset I need my money and they won't pay it.

Bom dia tenho um pagamento de 500€ ainda sob revisão desde dia 3 de outubro . E frustrante tanto tempo de demora .

Minha conta não precisa de verificação está tudo ok cá minha conta e eles mesmo assim demora em pagar . Estou super chateada preciso do meu dinheiro e eles nada de pagar

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Do I understand correctly that you have already received one withdrawal, and the €500 from October 3rd is the one that is still pending?

Have you contacted the casino recently to double-check whether they need any documents?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear Cateesilva-95,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru