Coincasino.com - Гравець вважає, що виникла затримка із виведенням коштів

On January 1st at 08:05, I requested a withdrawal from CoinCasino of 48,069,588 PEPE, which at that time was valued between USD 202–203.

At the moment of requesting the withdrawal, the casino’s website stated that withdrawals are processed within up to 24 hours.

After this 24-hour period had passed, the withdrawal remained marked as "Under Review".

On January 2nd, I contacted live chat support and was informed that the delay was due to a high volume of withdrawal requests. I agreed to wait additional time.

On January 3rd, after more than 48 hours, the withdrawal was still not processed. I contacted support again and received the same explanation.

Now, more than 72 hours have passed since I requested the withdrawal, and the funds are still under "Review" with no resolution or payment.

The deposit and withdrawal were made in the same cryptocurrency (PEPE), with no bonus involved and no currency conversion, so there is no valid technical reason for such a prolonged review.

The screenshots provided show the withdrawal policy displayed by the casino, the pending withdrawal status, the deposit history, and the responses from the casino’s live chat support.

Please note that some screenshots are in my native language (Brazilian Portuguese), as they were taken directly from the casino platform.

I understand that operational issues may occur, but this delay is excessive and unjustified. I am simply requesting my funds to be paid, which is my right as a player.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear JHONKAFKA,

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

Thank you for your response and clarification.

I understand CasinoGuru’s standard procedure and I will remain patient and cooperative with the casino.

I would like to clarify that, at this moment:

• No KYC or verification documents have been requested by the casino

• No KYC was required at the time of deposit either

• The withdrawal has not been approved or rejected, it remains under "Review"

• No estimated completion time has been provided

I will wait for the withdrawal to be processed and will update this complaint if there are any changes.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear JHONKAFKA,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila