Lisboa7 Casino - Player believes that their withdrawal has been delayed.

I hope this message finds you well. I am writing to formally express my dissatisfaction regarding the recent rejection of my withdrawal request on the basis of my roommate and partner having accounts associated with Lisboa7.

Details of the Issue:

Account Information: Jonathon d****

Dear jonathondahl,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear jonathondahl,

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.

No they still have confiscated my winnings

Dear Jonathondahl,

Could you please confirm if your account is fully verified and the exact date of verification?

Additionally, did you accumulate your balance using real money or bonus funds?

Please also forward any communication between you and the casino regarding this case to nikolas.b@casino.guru.

Best regards,

Nick

My own balance all bets were and they still have not sent my history I had a vip manager message me asking how they could help but they havnt sent bet history so I think they are trying to deflect paying my winnings by trying to re in state my account and yes my account was fully verified and kyc I even had to complete additional one as they closed my account and claimed I had to complete another even tho all details were the same

Sorry I thought I was replying to the there case I had deposited my own funds

Dear jonathondahl,

Can you please advise if you have ever used the same device with your partner or roommate?

Additionally, are their accounts already blocked or are they still open?

Awaiting your response.

Regards,

Nick

Dear jonathondahl,

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.

what do you mean if I ever have used same device? My partner made an account after they closed my account as I had no way to contact and needed my winnings. Why does it matter if she used a device in our home for registration my account was already closed for no reason

Dear jonathondahl,

If the casino closed your account based on the fact that some other account was used from the same IP, it must mean that your partner already had an account at that time.

Additionally, it is important to know if the same device was used as it is strictly forbidden to use 1 device to even register with 2 different accounts.

In such cases, the casino has right to block all the accounts associated with it and confiscate any balance on them.

Awaiting your response.

Regards,

Nick

No it wasn’t

Thank you jonathondahl for all the information provided. To clarify the situation with the casino, I will be forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, jonathondahl,

I am sorry to hear about your unpleasant experience and apologize for the delay.

The only way to contact the casino is through their 'great' live chat, which does not help at all, and to be honest, it looks like a real scam casino. The only thing I learned from the live chat support is that they would like to help me (nothing else regarding my questions), or that I should register at the casino, or they asked me for my phone number. Therefore, I assumed there was no point in continuing one-way communication with them.

Unfortunately, since we have not received any meaningful response from the casino regarding the issue or a relevant contact, I am forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

Since the casino operates without a valid license, there is basically no reliable way how to forward your issue anywhere further. Maybe you can achieve something by repeatedly contacting them in the future, however, based on the insufficient information you received from a live chat representative, I would not count on restoring/paying your winnings.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via email.

Best regards,

Branislav, Casino.Guru