1 week agoOriginalTranslation
Payout of €20 took over 7 weeks, only a CasinoGuru complaint helped me move forward!
When I still hadn't received the requested withdrawal after more than 10 days, I contacted support. They always told me that the withdrawal was supposedly in the final processing step, but nothing happened even after several inquiries. After almost 3 weeks, the withdrawal request was canceled without giving a reason and the game started all over again.
Since nothing happened again, I then filed a complaint here. The casino was then asked to comment and justified the delay in the payout with a pending KYC procedure.
However, the KYC was only requested with this answer; before that it said that no verification was currently necessary and I was never told otherwise.
The KYC is exactly the same as the withdrawal. The uploaded selfie is suddenly rejected for no reason, and you are not even informed.
Then I was in the live chat for 25 minutes and they couldn't give me a reason, or they thought of possible reasons later until they told me to contact email support. I did that and they said it had to be checked. There were no further updates on this.
The casino was then asked again for a statement and then suddenly the selfie was accepted and the payout approved.
Without the CasinoGuru complaint, I certainly still wouldn't have the money!
When I still hadn't received the requested withdrawal after more than 10 days, I contacted support. They always told me that the withdrawal was supposedly in the final processing step, but nothing happened even after several inquiries. After almost 3 weeks, the withdrawal request was canceled without giving a reason and the game started all over again.
Since nothing happened again, I then filed a complaint here. The casino was then asked to comment and justified the delay in the payout with a pending KYC procedure.
However, the KYC was only requested with this answer; before that it said that no verification was currently necessary and I was never told otherwise.
The KYC is exactly the same as the withdrawal. The uploaded selfie is suddenly rejected for no reason, and you are not even informed.
Then I was in the live chat for 25 minutes and they couldn't give me a reason, or they thought of possible reasons later until they told me to contact email support. I did that and they said it had to be checked. There were no further updates on this.
The casino was then asked again for a statement and then suddenly the selfie was accepted and the payout approved.
Without the CasinoGuru complaint, I certainly still wouldn't have the money!
- design
- payout period
- KYC procedure process
- Support
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