Tumblewins Casino - Затримка зняття коштів

I have already submitted several withdrawal requests. All in vain. I have also sent the usual documents for verification. No response. I have tried countless times to reach out via email. No response. I've had enough - even though the amount is small, it's also about the principle for me.

Habe bereits einige Auszahlungsanträge gemacht. Alle vergeblich. habe auch die üblichen Unterlagen für die Verifizierung gesendet. Auch keine Reaktion. Habe unzählige Male über email Kontakt aufzunehmen. Keine Reaktion. Mir reichts - auch wenn der Betrag klein ist, mir geht es auch ums Prinzip.

Dear FranzP,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear FranzP,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear FranzP,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of FranzP. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear FranzP,

Would it be possible to forward the communication between you and the casino regarding this issue to nikolas.b@casino.guru for further review?

Looking forward to your response.

Regards,

Nick

Hi, attached are the emails I found - no reply received.

3 more emails but maximum number of attachments set.

mfg

Franz P****

Hi, anbei die gefundenen Emails - keine Antwort erhalten.

noch 3 emails aber maximale Anzahl der Anhänge erricht.

mfg

Franz P****

Thank you FranzP for the information provided so far. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Additionally, I have noticed that you have uploaded a screenshot related to a different casino. Please forward only the relevant communication in the future.

Wish you best luck resolving it.

Regards,

Nick

Hello, FranzP!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

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.

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team