The player from Germany had reported that despite having a verified account and not playing with any bonuses, her two requested withdrawals totaling 310 Euros from Puzzle Casino had not been processed. She also mentioned not having received any responses from the casino's customer service. We had advised her to wait until the end of the week as withdrawals could take up to 14 days. However, the complaint was later rejected upon the player's request to close her account with casino.guru.
Puzzle Casino - Player reports delayed withdrawals.
Amount: €220
Puzzle Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
2 weeks ago
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3 weeks ago
Translation
I requested 2 withdrawals on April 4, 2024 which have still not been processed.
The customer service did not respond when I followed up.
The KYC had already been completed.
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3 weeks ago
Hello anjakl317,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Puzzle Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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3 weeks ago
Translation
Hello, my account has been verified for 3 weeks and I had not played with any bonus when I made the winnings.
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2 weeks ago
Translation
Hello,
I wrote to the chat again and unfortunately didn't get a response. A total of 310 euros needs to be paid out.
Best regards,
Anya
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2 weeks ago
Hello anjakl317,
As stated above, withdrawals may take up to 14 days so please let us know by the end of week if there's any update regarding the case. If the money still won't arrive, we may try to intervene.
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2 weeks ago
We’ve rejected this complaint as per the player’s explicit request to close his casino.guru account. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
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