The player from Italy is struggling to receive his withdrawal. The player received his winnings, therefore we closed this complaint as 'resolved'.
The player from Italy is struggling to receive his withdrawal. The player received his winnings, therefore we closed this complaint as 'resolved'.
The player from Italy is struggling to receive his withdrawal. The player received his winnings, therefore we closed this complaint as 'resolved'.
I made the withdrawal request, but it remains suspended. They asked for photos of my credit card. Identity documents. A copy of your bank statement or utility bill. A certification issued by the casino and to be signed. I have sent everything, but now I am no longer receiving an answer
Ho effettuato la richiesta di prelievo, ma rimane sospesa. Mi hanno chiesto foto della carta di credito. Documenti d'identità. Una copia dell'estratto conto o di una bolletta delle utenze. Una certificazione rilasciata dal casinò e da firmare. Ho inviato tutto ma adesso non sto più ricevendo risposta
Dear Davide,
Thank you for submitting your complaint. I’m sorry to hear about your problem. Please, be aware that all casinos take KYC very seriously in order to send the winnings to the right player. Account verification is a complex process which requires few days to be completed, which is nothing unusual. How long ago you requested the withdrawal?
Please let me know if you’ll receive any update from the casino regarding verification. Thank you in advance for keeping me updated.
Bet regards,
Kristina
Dear Davide,
Thank you for submitting your complaint. I’m sorry to hear about your problem. Please, be aware that all casinos take KYC very seriously in order to send the winnings to the right player. Account verification is a complex process which requires few days to be completed, which is nothing unusual. How long ago you requested the withdrawal?
Please let me know if you’ll receive any update from the casino regarding verification. Thank you in advance for keeping me updated.
Bet regards,
Kristina
I requested a withdrawal 4 days ago. I wonder why they don't do their checks before I start playing. Any casino refunds in a few hours, on the same payment method of the deposit, only with an identity card. Winorama with a record of little data (about 60 seconds) and a deposit that takes place immediately allows you to play. At the time of the withdrawal, however, they slow down the procedure in all ways (you do not see the files, the edges of the bill, the declaration nn like it), making sure that the player withdraws the withdrawal and plays again. I read that all players had the same problem on winorama, many replayed the numbers until they lost. I only played because I saw that you gave him a good overall evaluation. Overall, the casino does not seem like the others, that is, it seems to have a fair chance of winning, but the games are a bit outdated and not very fun. In addition, the enormous difficulties in collecting the withdrawal have been encountered by many players. If the home address is different from where the bills are sent, it would be impossible to collect your money
Ho richiesto il prelievo 4 gg fa. Io mi chiedo perché non fanno i loro controlli prima di iniziare a giocare. Qualsiasi casino rimborsa in poche ore, sullo stesso metodo di pagamento del deposito, solo con una carta d'identità. Winorama con una registrazione di pochi dati (circa 60 secondi) e un deposito che avviene immediatamente ti consente di giocare. Al momento del prelievo, però, rallentano in tutti i modi la procedura (non si vedono bene i file, i bordi della bolletta, la dichiarazione nn gli piace) facendo in modo che il giocatore revochi il prelievo e giochi nuovamente. Ho letto che tutti i giocatori hanno avuto lo stesso problema su winorama molti hanno rigiocato le cifre finché non hanno perso. Io ho giocato solo perché ho visto che voi gli davate una buona valutazione complessiva. Nel complesso il casinò non sembra come gli altri cioè sembra avere discrete probabilità di vincita, ma i giochi sono un po' obsoleti e non molto divertenti. Inoltre, le enormi difficoltà nella riscossione del prelievo, sono state riscontrate fa moltissimi giocatori. Qualora l'indirizzo di residenza fosse diverso da dove vengono spedite le bollette, sarebbe impossibile ritirare i propri zoldi
I also wanted to add that I sent several emails to ask for information on the status of the documents and the withdrawal, receiving a very generic reply that 48 hours pass to verify the documents and 7/9 days for the bank transfer, but nothing specific about my condition in particular.
Volevo aggiungere, inoltre, che ho mandato più email per chiedere informazioni sullo stato dei documenti e del prelievo ricevendo una risposta molto generica sul fatto che passano 48h per verificare i documenti e 7/9 giorni per il bonifico bancario, ma nulla di specifico sulla mia condizione in particolare.
Hello Davide,
Thank you so much for your reply. Since it's been only a few days from requesting your withdrawal and sending your documents, I would recommend you to wait for a few more days.
I will set the timer for 7 days. You will still have access to this complaint, so you will be able to always get in touch with me, if there is something new with your problem. If your problem isn't solved during these 7 days, we will contact the casino and ask for their help.
Hello Davide,
Thank you so much for your reply. Since it's been only a few days from requesting your withdrawal and sending your documents, I would recommend you to wait for a few more days.
I will set the timer for 7 days. You will still have access to this complaint, so you will be able to always get in touch with me, if there is something new with your problem. If your problem isn't solved during these 7 days, we will contact the casino and ask for their help.
All right. I'll wait. I received another email from the casino after asking for specific information about my account, but the answer is identical to the previous one (same layout and same grammatical errors), that is, a copy and paste of the answers given to the players.
Va bene. Attenderò. Ho ricevuto un'altra email dal casinò dopo aver chiesto informazioni specifiche del mio account, ma la risposta è identica alla precedente ( stessa impaginazione e stessi errori grammaticali) cioè un copia e incolla delle risposte date ai giocatori.
I wanted to add that the menu does not allow you to chat with an operator as I had read and is very basic, that is, it does not allow you to view anything except to deposit. Also I wanted to correct the amount which is € 1400
Volevo aggiungere che il menù non consente di chattare con un operatore così come avevo letto ed è molto basilare cioè non consente di visualizzare nulla se non che depositare. Inoltre volevo correggere l'importo che è di 1400€
Hello Davide,
Thank you for letting me know! I fixed the disputed amount from €1,003 to €1,400.
Hello Davide,
Thank you for letting me know! I fixed the disputed amount from €1,003 to €1,400.
Dear Davide,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.
I hope you won’t come across a problem like this again.
Best regards,
Kristina
Dear Davide,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.
I hope you won’t come across a problem like this again.
Best regards,
Kristina
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