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Good morning Casinoguru my withdrawal from 250 and 157.40€ keeps getting rejected for withdrawal once I get "IN PROCESS" after few days my withdrawal is rejected..it’s been 3 weeks back and forth and withdrawing money from this online casino for me has never been more stressful.

can you please look in to my issue

Kind regards Goran.

Dear goranmitov1234,

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 goranmitov1234,

Have you received your withdrawal from the casino yet?

Hello Kristina no o haven’t receive any money. It’s till in Progress.

my profile is verified everything is completed from my side.

my

first withdrawal was on 23.02.2023 and since then it keeps rejecting me.

Thank you for your reply, goranmitov1234. Do I understand correctly that you made successful withdrawals in the past? Do you currently have any pending withdrawals?

Have you accumulated your winnings with or without an active bonus?

Hi 🙂

this is my first withdrawals from this casino and I don’t think I

will spend my money there again.

on my accaunt still says "in process" it’s been like this since 24 February.

it’s a big big shame for this online casino.

I can’t remember if I had bonuses or no.

i am thinking of legal action against them if my case does not resolve within the end of the month.

I know it’s not much money but I will do it for the sake od the rest of the people because this waiting time is unacceptable.

One last thing before we contact the casino - have you tried contacting the casino regarding this issue? Could you 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.

good morning

no I did not contact the casino yet

and again my withdrawals were rejected.

Dear goranmitov1234

Sorry you've faced issues.

Most of the transaction are failed due to the fact, that your card (issued by your bank) cannot accept the transaction of our PSP.

The pending transactions have been approved by the Casino, but in case of a fail we are kindly asking you to select an alternative withdrawal method or use a card by a different bank.

Also, our 24/7 would be glad to answer any of your questions.

Best regards

Hello everyone,

Thank you both for your replies.

goranmitov1234, hopefully, you will receive your winnings soon. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments. Thank you.

Dear goranmitov1234,

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.

Good morning Kristina hope you are well my transaction is still "in progress "

I am assuming will be rejected again and I will try different methods of withdrawing.

once I do that I will let you know,

Goran.

Has there been any news since our last conversation?

Hello I’ve just tried to get 250€ trough binance.

I will keep you updated

goran

Ok, please let me know if there is any development.

Hey All transactions completed trough Binance very prompt.

thank you for your help

Goran.

Do I understand correctly that you managed to withdraw all your winnings?

Yes that’s correct all transactions completed

Dear goranmitov1234,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru