Wasino Casino - Player's withdrawal is delayed and unconfirmed.

When I applied for a withdrawal, I was asked to submit KYC documents, which I did, but I didn't receive an email confirming that KYC had been completed successfully.

When I inquired via chat on the site, I was told that the transfer had been completed successfully, but I never received it.

Dear ichikotan0410,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're experiencing with your withdrawal and KYC process.

To better understand and resolve the situation, could you please clarify the following:

• Can you confirm if you received any confirmation from the casino regarding the submission of your KYC documents, even if it was not marked as successful?
• Could you provide any details about the chat conversation where you were told that the transfer was completed successfully, such as the date and any reference numbers mentioned?
• Have you checked your account balance or transaction history to see if there is any record of the transfer on the casino's end?
• Did you receive any further communication from the casino, either through email or chat, after you were informed that the transfer was completed?

Your cooperation is crucial for us to proceed with the case and help resolve this issue. Without this additional information and your input, we won’t be able to move forward in addressing your complaint effectively.

If you have any relevant communication or screenshots that can support your case, please feel free to forward them directly to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Thank you for contacting us!

First of all, I haven't received an email from the casino saying that the KYC has been completed, so I can't confirm it.

So I checked the chat and it said the money was sent without any problems.

However, the remittance history on the My Page has not been updated. Of course, there is no trace of the remittance, and I have not received an email saying that the remittance has been made.

This is additional information.

Thank you for your confirmation.

Hi ichikotan0410,

Could you kindly let us know when the casino has indicated that the withdrawal was processed?

Thank you so much for your help.

There is still no deposit, and they no longer respond via chat.

I still haven't received any payment and they are no longer responding to chat.

Hi ichikotan0410,

Could you please let me know the exact date you’ve been waiting for the withdrawal since?

Thank you very much.

Dear ichikotan0410,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.