The player from Germany had been waiting for a payout for 7 days, despite the casino support having claimed it would take a maximum of 3 days. The player accused the casino of using delay tactics to provoke him to cancel the payout and gamble the winnings away. The player had also complained about the delay in the KYC verification process. However, the issue was related to sports betting and not casino games, and therefore, we had to reject the complaint due to lack of insight into sports betting issues. We had advised the player to be patient and cooperate with the casino's procedures.
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Amount: €120
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Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
Public
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9 months ago
Translation
Hello,
I have been waiting for my payout for 6 days and I still have not received it. Support claims that it takes a MAXIMUM of 3 days but it's now been 7 days, and the support keeps making excuses saying that I still receive my money and that I need to be patient. This simply can't be happening. Casinoguru rates the casino 9.7/10, yet it takes 6 days for a payout. They're provoking me to cancel and gamble away my money. I almost see this as fraud.
I want my payout NOW!!
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9 months ago
Dear Knacki,
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,
Veronika
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9 months ago
Translation
Hello,
I can't even verify my account yet because it's not "necessary".
I bet before I even get my money I have to verify myself even for that it takes them over 7 DAYS TO EVEN TELL ME. No answer so far. NOTHING
Supporr said that it was the finance team's turn to send my payout then 4-5 hours later there was a delay for no reason. Absolute fraud!!!!
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9 months ago
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Also, there isn't much to check since I only made sports bets without a bonus.
At the beginning it was 1-3 days and now they just keep writing me the same shit.
Stay away from this site
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9 months ago
Translation
Yep like I said. After 7 days then KYC hahaha… means waiting another 7 days without a payout. Top page… unbelievable
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9 months ago
Thank you for the update.
As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards,
Veronika
