Pelaa Casino - Player's withdrawal has been delayed.

Casino prolonged withdrawal. All required documents sent. Now don't reply to email and live chat doesn't work.

Dear Jere,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take a few business days to collect and review all provided documents.

Which documents have you already provided and when exactly, please? Could you please advise when exactly you requested the withdrawal?

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

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

I have sent an identity card and address confirmation on 27.2 and bank statements and payslips for 3 months 6.3. The withdrawal was made 3.3 now no one is replying to the email and live chat is not working.

Thank you for your reply, Jere. In this case, I would recommend that we wait for a little bit longer. I will set the timer for additional 7 days, and if there is no development by the end of this time frame, we will intervene. Please, keep us updated in the meantime.

5 days gone. According to Chat, this is a Source of Income inspection. KYC completed earlier.

A week has passed and the documents have not been reviewed.

There hasnt been any progress. Please help me.

Thank you very much Jere for your reply. Do I understand correctly that this was your first withdrawal attempt? Have you accumulated your winnings with or without an active bonus?

My first withdrawal had been accidentally gone while my account was locked. So this is the second repatriation. I have not accepted any bonuses. They say there is a backlog in document processing and therefore it takes time. So there are sister casinos with playerz.

Thank you very much Jere for your cooperation so far. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Jere,

I looked at your complaint and will do my best to help you. I would like to invite Pelaa Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

I have been talking to the live chat for weeks now and every time they say that this case has been escalated to the relevant department and they will contact me shortly. Nothing has happened. When i send an email about this vip agents just say i have to wait.

Hi Jere, 

We are sorry to hear that you are experiencing issues with our Casino. 

Kindly note that we are awaiting an update from the team handling your case. Once they provide us with an update we will contact you accordingly. 

Should you have any queries do not hesitate to contact us, we are more than happy to help. 

Regards,

Pelaa Casino Team

It has taken way too long now

Nothing is happening

We would like to ask the Pelaa Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi Jere, 

Kindly note we sent you an e-mail earlier today requesting documentation. At your convenience kindly forward the document needed so we can forward it to the team handling your case and try to resolve your issue as swiftly as possible. 

Should you have any queries do not hesitate to contact us, we are more than happy to help.

Regards,

Pelaa Casino Team

Dear Jere,

follow the Casino's instructions and let me know about your progress, please.

Dear Jere,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have made my profit from this casino. The repatriation was, I believe, accidentally approved. But my documentaries are still not accepted.

Sorry Jere, but I'm not sure if I understand you right. Have you received your winnings but your account is not verified?

Yes, I have won, but some of my documents are still awaiting review

Dear Jere,

I was asking if you've received your winnings and you've answered that "Yes, I have won". I'm not sure if this is just a misunderstanding in translation but I need to find out if you want to withdraw your money or you just want to verify your account.

I have receved my withdraw. Only i had to gamble some of it first. I withdrawed 3750e and i believe that the withdraw was accepted by accident. My documents are still under review.

Dear Casino,

what is the problem with the player's verification, please?

Hi Jere, 

As you stated your Withdrawal was processed on the 14th of April 2022 and we are glad to hear that you have already received your funds. 

Kindly note that on your Pelaa Casino Account there are no restrictions and you are verified accordingly. 

We want to congratulate you on your win, best of luck with your future with our casino, and we hope to see you playing with us again 

Regards,

Pelaa Casino Team

But my account is still not fully verified is that right?

Dear Jere,

Casino representative wrote: "Kindly note that on your Pelaa Casino Account there are no restrictions and you are verified accordingly."

You've received your winnings and your account is verified. Is there anything else I can help you with? If not, I'll close this complaint as resolved. Let me know.

VIP-agents told me that my documents are still under review. Therefore my accounts is not fully verified. And since the documents are under review my withdraws on their sister casino cant be handled. I have waited for 2 months now for my documents to be approved.

Dear Casino,

can you bring some light to this situation, please? I'd like to close this complaint but the player's account should be verified.

Hi Jere, 

Kindly note that your Pelaa account does not have any restrictions as they were removed the moment your Withdrawal was processed. 

In regards to your account on our sister casino, that has also now been reviewed and your Withdrawals have been processed accordingly. 

We thank you for your patience all throughout your case, should you require further assistance do not hesitate to contact us, we are more than happy to help. 

Regards,

Pelaa Casino Team

Dear Jere,

is your account fully verified now, please?

Yes.

Dear Jere,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru