The player from Brazil had been attempting to withdraw funds since June 28th but received no response from the casino via chat or email despite having verified the account. We advised the player to be patient and wait at least 14 days after requesting the withdrawal. The player confirmed that the KYC verification was completed but faced further delays. The player later confirmed receiving the payment, and the complaint was marked as resolved.
GoralBet Casino - Player's withdrawal request has been delayed.
Amount: 300 R$
GoralBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
Since June 28th, I have been trying to withdraw my money. They do not respond on the chat or to emails. I have already verified my account, and since then, they haven't replied. This is very disrespectful.
Automatic translation:
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4 months ago
Dear fabi232011,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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3 months ago
Translation
I've already carried out the kyc verification, I try to talk to them and I'm waiting in the chat, but they take a long time to respond and don't resolve it.
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3 months ago
Have you received the withdrawal?
- If the issue persists, could you please share any recent communication between you and casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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3 months ago
Translation
I received payment yesterday, thank you for your attention
Automatic translation:
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3 months ago
Dear fabi232011,
I'm glad to hear that your issue has been resolved successfully. 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,
Tomas
Casino.Guru
