EGB Casino - Затримка зняття коштів

Withdraw requested on 10/06/2023, still unprocessed, primitive support of this casino no response other than: do you have any other questions?

there is probably only one person working on live chat named serijho who is very incompetent and knows absolutely nothing and doesn't give any real answers, looks like he's just cleaning there.

I do not understand the rating of this casino on casino.guru, it certainly has nothing to do with a good casino.

they didn't ask for verifications and I got such a response on live chat that if the adminsitrator didn't ask for KYC I don't have to do it, the win is not from the bonus.

Dear tyraxx,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear tyraxx,

Have you received your withdrawal from the casino yet?

hello, No

Thank you for your reply, tyraxx. Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal request? If possible, please post here a screenshot of your withdrawal history.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

hello

this is my first withdraw, EGB didn't ask for KYC.

support replies don't make any sense they write some nonsense that witdhraw is in finance department.

Live chat is a waste of time because they know nothing about withdraw.

Thank you very much, tyraxx, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi tyraxx,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear EGB Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for such a delay? When the player can await their withdrawal request to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 tyraxx,

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. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia