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On December 16th, I requested a withdrawal of €500. Five days passed, and I contacted customer service. They apologized for the delay, but nothing more happened. On December 23rd, I requested another withdrawal of €500 and since neither of these withdrawals has been approved, I have spent several days lodging complaints through your email, but without any results. They always give me the same response (That I need to be patient. That they have many requests...)

I'm starting to think there is no financial department and that they want to keep my money.

According to your conditions, identity verification is not required and the process should take a maximum of 3 days.

What can I do?

Attached is the last response from the casino to my request, submitted yesterday.

El día 16 de diciembre, solicité un retiro por 500€. Pasaron 5 días y me puse en contacto con atención al cliente. Me pidieron disculpad con la demora pero nada más. El día 23 de diciembre solicité otro retiro de 500€ y como siguen sin aprobar ambos retiro llevo varios días reclamando a través de su correo electrónico pero sin resultado. Siempre me dan la misma respuesta (Que tengo que tener paciencia. Que tienen muchas solicitudes...)

Empiezo a pensar que no existe ningún departamento financiero y que se quieren quedar con mi dinero.

Por sus condiciones, no es necesaria verificación de identidad y el proceso debería durar como máximo 3 días.

Que puedo hacer?

Adjunto la última respuesta del casino a mi solicitud, presentada ayer.

Dear Potranko,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

It's been more than 14 days and they still haven't approved the withdrawal.

Hola,

Ya han pasado más de 14 días y siguen sin aprobar el retiro.

Thank you for your reply.

Have you made any successful withdrawals from this casino before?

Did you accumulate your winnings with or without a bonus?

What types of games did you play?

Have you submitted any identity documents for KYC yet?

Hello,

Answering your questions:

Have you made any successful withdrawals from this casino before? NO

Did you accumulate your winnings with or without a bonus? WITHOUT BONUS

What types of games did you play? CASINO. (LIVE ROULETTE, SLOTS...)

Have you already submitted any ID documents for KYC? THE ACCOUNT DOES NOT REQUIRE VERIFICATION AS LISTED ON THEIR WEBSITE.

It's been 20 days, I hope you can help me because I think they won't give me my money.

Hola,

Respondiendo a sus preguntas:

¿Has realizado algún retiro exitoso de este casino anteriormente? NO

¿Acumulaste tus ganancias con o sin bono? SIN BONO

¿A qué tipos de juegos jugabas? CASINO. (RULETA EN VIVO, TRAGAPERRAS...)

¿Ya has enviado algún documento de identidad para KYC? LA CUENTA NO REQUIERE VERIFICACIÓN SEGÚN APARECE EN SU WEB.

Ya han pasado 20 días, espero que puedan ayudarme porque creo que no me van a dar mi dinero.

Hello.

I inform you that today, I received my withdrawal.

Therefore, I cancel the complaint and we can consider the problem solved.

Thanks anyway

Hola.

Les informo que en el día de hoy, he recibido mi retiro.

Por lo cual, cancelo la queja y podemos dar por solucionado el problema.

Gracias de todas formas

Dear Potranko,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru