Orozino Casino - Player claims that payment has been delayed.

I deposited $30 to Orozino Casino in order to get a 500 free spin bonus. I played my free spins, for a total of $81 in my account. Of course, there was a very high playthrough requirement, which I was fortunate enough to fulfill after about four hours of continuous play. It shows that I've 100% met my bonus requirement for withdrawal. However, it shows that my withdrawable amount is 0, even though my account stands at $400.35, with my playthrough bonus being completely fulfilled. When I tried to fix this, all I got was a nonsensical response from a bot, followed by an email telling me they'd look into it. I don't trust that my issue will be resolved without external pressure on Orozino. Their customer service is very sub-par, and I regret ever depositing a dime there. As soon as I get my money, I'll be slamming the door shut on this account!

Dear reuperd1,

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 reuperd1,

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.

Dear reuperd1,

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.