TotoGaming Casino - Player's withdrawal has been delayed.

About a month ago, I received information that the casino was closing its operations and that I needed to withdraw my funds.

I wrote to the support department stating that I had a problem with withdrawing my funds because my account was marked as unverified, even though I had already verified my account previously.

It took over two weeks to verify my account, as the support department responded to my messages very slowly. Eventually, I sent all the required documents and was informed that my account had been verified.

On August 22nd, I requested a withdrawal. The funds disappeared from my Totogaming account, but to this day, they have not been deposited into my bank account. I have sent several messages to the support department, but since then, I have not received a single reply.

Hello kaczka381,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with TotoGaming 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?

Looking forward to your answer.

Regards,

Nick

I have never taken casino bonuses, I have only played with my own funds

On August 22, my account was verified. On that day, the casino confirmed the verification of my account and ordered a withdrawal.

The withdrawal was approved, the funds disappeared from the casino, but they have not reached my account yet

Since then the casino has stopped responding to my messages altogether.

Hello kaczka381,

Did the casino mention when exactly should they shut down their operation? Is your account currently still working? What withdrawal method did you use?

Would it be possible to forward any communication between you and the casino related to this matter to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

It does not say exactly when the casino will close, but there is a message that you should withdraw your funds because the casino will be closed soon

My account is still working, I used Jeton wallet to withdraw

I sent you screenshots of the conversation with the casino staff, I sent all the required documents for verification, when the casino confirmed everything, I ordered a withdrawal and from then on the casino stopped answering my questions

Good day, after a long time I got a reply that you need to verify your payment system

However, I have already sent them a screenshot of my Jeton wallet several times and they still send a message asking for verification.

Dear kaczka381,

Thank you for providing the details regarding your case. I will now forward your complaint to my colleague Michal (michal.k@casino.guru), who will be assisting you moving forward.

In the meantime, please ensure that you resend the requested documents to the casino, even if you have done so previously, to help expedite the resolution process.

I wish you the best of luck in resolving the matter.

Kind regards,

Nick

I have the impression that Totogaming casino is making fun of me and every time I send them something they keep asking for a new document. I sent them the last document they asked me for from my Jeton wallet and they said that it's not exactly what they wanted, but I don't have any other transactions on my Jeton wallet so I don't know what else I can send them. Let me remind you that the verification process has been going on for almost two months, I don't have the strength or nerves to send them new documents every day.

Hello kaczka381,

I'm Michal and I have taken over your complaint. I have reviewed your case and when I checked the casino webpage I received this message.

I will contact the casino to see if I can help.

We would like to invite TotoGaming Casino to join the conversation.

Dear TotoGaming Casino,

I kindly request clarification regarding the reasons for the delay in processing players' winnings, particularly in light of the fact that players have submitted multiple documents for verification.

Ok thank you

I don't know what else I can send them

I have been sending new documents for 2 months and still nothing

And this is only 60 euros that I paid

We would like to ask the 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’ which may negatively affect its rating.

Dear kaczka381,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. The casino is now closed, and it appears that the decline in its rating due to unresolved complaints may not influence its approach any further. Should the casino team choose to respond, we will reopen the complaint and notify you via email. Given the casino's closure, it is probable that their license has also expired; however, it may still be worth it to reach out to Curaçao eGaming (CEG) at (Curaçao eGaming (curacao-egaming.com)) and submit a complaint to them. The Gaming Authority might still offer assistance. Please inform me of their response at michal.k@casino.guru. I regret that I could not provide more assistance in this matter.

Best regards,

Michal

Casino Guru