Gioo Casino - Player believes that their withdrawal has been delayed.

I am writing to express my extreme dissatisfaction with the lack of payout from Gioo Casino.

On 30.03.2023, I submitted a withdrawal request for my winnings, but to date, I have not received any payment.

They informed me that I would have to wait every day for updates.

To make matters worse, they were unable to provide me with a clear timeframe for when I can expect to receive my payment.

Dear captntano,

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

Yes my account has been successfully verified, I check my game history every day and my withdrawal seems approved by the casino its "In Progress" and I contact the support team almost every day. Last Information was it would takes some time. Delays are possible due to heavy traffic. Funds will be credited to your bank account as soon as possible. So I will wait another week and I really hope I will receive my payment soon.

almost 2 weeks passed now and still I have not received any payment.

still I have not received any payment.

Thank you for your reply, captntano. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Hey,

thank you for help. I wrote a mail to 'kristina.s@casino.guru'.

ah I forgott ,No I had no Bonus active .

hey,

any news ?

Thank you very much, captntano, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi captntano,

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

Dear Gioo Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please confirm if the withdrawal request is still pending or if it's been processed from your side? Are there any specific reasons for the delay?

I'm looking forward to hearing from you.

Kind regards,

Natalia

hey ,after more than two weeks I´ve got the following mail from Gioo Casino :

Dear xxxxxxx,

Thank you for your reply.

Probably, the error was that you have specified the Email account tano.rusdo@xxxx, but your profile has the Email tano.russo@xxxx. We ask you to check the data more carefully during withdrawal.

Thank you for understanding.

If you have any additional questions or need help, please contact us. We are always ready to help you!

Regards,

Gioo casino team

They want to deceive me, suddenly my Skrill address is supposed to be wrong. But I have never deposited with the wrong Skrill address. Now I can't even change the Skrill address that was allegedly entered incorrectly. However, I wouldn't have been able to deposit with the wrong Skrill address in the first place. It was changed by the casino afterwards!"

*Update

Now the casino wants verification of the wrong skrill account I never used for any payments.

I did deposits, with my skrill account and no bonus was active , I won and since 30.03 still I have not received any payment.

Hi captntano, thank you for the new details. I also confirm that I've received your email.

I hope that the casino will react to the complaint here and explain the situation since we cannot fully investigate the case without information from its side. The casino has still time to answer, so let's be patient.

Regards,

Natalia

update:

I did a new request,this time to my bank account, to date my new request is still pending

Update:

finally I received my payment. Thanks for help 🙂

Dear captntano and Casino Guru Team,

Thank you for inviting us, we are more than happy to help you in resolving this complaint!

We would like to inform you that the original withdrawal in question was processed from our side, and was processing on the side of the payment provider. The delay of the withdrawal emerged due to the mistake in the payment account email that was made by the player, and, as a result, the withdrawal was cancelled.

However, captntano has already made a successful withdrawal request with another payment method, and has confirmed the arrival of the funds to the bank account.

We would like to thank you for cooperation, and believe that this complaint can now be closed since the issue was resolved.

If you require any additional assistance, we would be happy to help!

Best regards,

Gioo Casino Team

Dear Gioo Casino Team, thank you very much for the reply!

Dear captntano, I'm really glad that everything worked out and that you finally received your payment from Gioo. Just please, be always careful when checking your data so there's no typo, but anyway I hope you won't come across such a problem again!

I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia