Kryptosino Casino - Player’s withdrawal has been delayed.

Good day,

I had ballance of 60k,I submited withdrawals on Saturday.I am fully verified.I contacted multiple times VIP support via chat and email to ask them why they delay my payments since they mentioned,as well as you do in your site,fast withdrawals with max 48 hours prosess,if not instant.

VIP Support told me they have no view on the matter,because Finance department is the one to solve this and they cannot do anything about the delay or advice reason for it (I repeat VIP Managers!)

I send multiple emails to finance department asking why they delay and to complete my payments.

Now of course many withdraws canceled and flew away,of course that is the reason of delay my payments,this is actualy the 3rd time they behave like this.

Last 2 times all my ballance gone.

Not recommended for high rollers.

I informed them yesterday if my paymenta not completed till today noon I will submit a complaint here.

Kindly asking you to:

- Contact Kryptosino to complete my 25k withdraws.

- Change in your site the fast withdraw prosess that you mentioned.

Regards

Dear daimdim,

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

Good day,

Kindly ask you if there is any chance by your side to request higher withdraw limits because my balance is 100k and withdraw limit 5k per week will take months to fully withdraw.

Dear daimdim,

Have you received your withdrawal from the casino yet?

I receive only 5k per week and I have 95k still pending,with this rate will take me 5 months to withdraw.Can you pls request a higher limit?I already ask them but I got no respond from finance department

Thank you for your reply, daimdim. I checked the General T&Cs and I found this:

"In case of big winnings or Jackpot win in any of the Jackpot video slots the maximum withdrawal of such winning may not be greater than 5.000 USD, or the equivalent amount in your chosen currency, per week. You agree that we shall only be obliged to pay to you the maximum amount specified above."

Since your winnings can certainly be considered big, I am afraid that there is not much we can do as long as the casino processes these withdrawal installments regularly. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

Could you please call the casino to ask why they did not paid 5k last Monday?Last 5k payment was 2 Mondays ago.

Could you please post a screenshot of your withdrawal history here? Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear daimdim,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.