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My winnings were processed and apparently released on the 2nd of May and it is now 6 days later and still nothing in my account. My KYC has been verified from past wins and still valid . I double checked account details and rang my bank to see if it was a delay on their behalf and it was not. I was told by my bank the casino needs to go through their bank and track the payment.

I have sent my PDF summary showing no payment and have sent emails, rang and many chats with same sort of reply.. congratulations and you will receive it in 3 to 5 days or check your bank or wait a bit longer. Apparently it has been sent to finance team but no reply so far. I have tried ringing again and unable to get thru today 8th May.

After reading some complaints online and the excuses given to them sounded so similar I became alarmed. I have had 2 successful past payouts and very prompt within 2 to 3 days after processing and all the same details from me so I am concerned that I'm am being ignored and they hope I will just give up and stop persuing this

Dear lisanboys03,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have received any tracking number for the payment from the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi

I received an email today from the casino saying they have processed it again on the 5th and should expect my winnings no later than Tuesday the 11th of May so fingers crossed it gets to me this time

Thanks

Lisa

If I don't receive it by Friday I will ask as you suggested a tracing number.

I will let you know the outcome this week

Perfect. Thank you very much, lisanboys03, for the update. I will set the timer for additional 7 days and check back with you next Monday. Hopefully, you'll share some good news with me earlier.

I have got a little closer but still getting the run around. After saying it had been reprocessed and in my bank 3 to 5 days I still have not received my winnings but I did receive an email yesterday saying the processor was holding my winnings as my kyc whilst verified had two documents expired. I uploaded my documents and verification is up to date. That was just over a day ago but now I'm just waiting for any response. Every time I go on chat I get told they will email finance or escalate my case but finance is very slow responding.

I will keep you up to date

Thank you very much, lisanboys03, for your reply. Hopefully, after providing new documents your withdrawal will be approved now. I will be waiting for your update patiently.

Thank you for the update, lisanboys03. I will be waiting for some more good news patiently.

The final comment was to contact them in 24 hours if payment was not made

I am sick of this pathetic run around and losing patience by the minute now. I feel as though it's just more crap to m getting fed for god knows what reason.

I fully understand your frustration, lisanboys03. Could you please advise if you've received any payment receipt or a tracking number for the transaction? Looking forward to hearing from you.

I have repeatedly asked and I even sent another email this morning asking why are they ignoring that request as I'm entitled to it and I want to take it to my bank to help locate the money or find out what's going on. They never even respond to the request . They actually bypass it like I never. Even asked for it and I have not even had a reply to the emails sent yesterday and early this morning as that is when most staff are available.

On chat I get just wait a little longer as we have only just been informed about the delay and that the will yet again escalate me to finance.

I wonder if it's because I won $1000 a little less than a year ago and now this 6000. My winnings have definitely exceeded my deposit so I'm wondering if there is anything to that

An I entitled the the tracking number or do they have the choice to refuse giving to me

It shouldn't be a problem for the casino to provide it to a player when requested.

I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I have the tracking number now but the outcome was quite depressing. As they gave it to me they told my money has been paid and its now up to the bank to find it. They have paid it as far as they are concerned and thats that

Dear lisanboys03, I'll be assisting you from now on in your case. Could you please advise if you have contacted your payment provider and shared the tracking number with them?

Hi Nick

Yes I did pass on the tracking number and recorded the receipt number after the conversation. There was no site of my money sitting in my account but she did say it is very difficult to trace the money with their number they pass on but they will ring the casino if nothing shows up tomorrow.

i have saved all the documents I sent through on the 11th when they said two of my documents while verified were actually expired and that was the reason for the processors delay. I was sent an email the following day to say all the documents were verified and the money had been released. And as we know it did not get released and I had another week of chasing this up with various different responses like wait a little longer, there has been a delay with all payouts and they are unsure and waiting for a response from the processor and another one saying they had escalated my case to their finance team even though i had been told it was already in the hands of the the finance team. There were also random emails saying please send my bank statements through another format as the pdf could not be read even when i had previously and successfully uploaded them on previous chats on several occasions during this time. I was even told that as far as the Jokaroomvip casino was concerned that the had released the money and it was now my banks problem to find it and insisted on repeatedly saying that response when I asked any further questions. So we went to round three and on the 19th I was looking at my KYC and noticed they needed a utility bill that was up to date even though the water bill i sent the week before was up to date and subsequently verified. I quickly uploaded another utility bill but went back on chat strait after and asked it if this was the excuse for the newest delay and he said no they just said the processor had already processed my previous one but this was to cover any future withdrawals.

I then received a letter saying the delay was with the processor and would contact me as soon as possible when they hear back from the processing team. Then i received an email on the 20th saying the issue had been resolved and the money could be in my account before the weekend just gone or today. When i went on chat last night i was told the processing team was waiting on the new utility bill to be verified which it now is and released on the 20th and give it 3 to 5 days to appear in my account.

So i will wait but I dont like my chances of it appearing as there has already been so much deceit and lies about where my coin is and what the real reason for delays actually are.

well i did not recieve my money as the per the email said and now its back to the beginnig again. They ask for bank statements and and say they have escalated it to finance team but allow 24 to 48 hours for them to investigate and respond to a matter that has already been escalated and sorted and apparently had the funds released. At least the bank has been made aware and they can help by contacting them but i feel as though this is going to keep going till I give up.

I am widow who prior to my husbands death was sitting on two incomes and quite comfortable . After he died i suffered several medical problems and contstant stays in hospital with pneumonia to find out a couple of years after sufferings' i had a genetic lung disease called A1 Trypsin disease and now i am under the lung transplant unit being monitored till a transplant will be necessary and after 14yrs of teaching on a permanent basis i could no longer work full time and lost my home. So the little luxuries and lifestyle we became used to was gone all during the same time my 4 sons were grieving there dads death, Playing online gambling takes my mind of the fear of what lays in my future and the first time i ever won anything was on this casino and always played with 10 or20 dollar bets. So that was a $10 000 and $6000 dollar win in just over a year or maybe less. But be able to buy things we could afford was a great feeling and one of the lucky people where my winnings far exceed my deposits

but i do wonder if this is why the casino is holding off trying to pay me. But the stress its gving me just to receive my second win of $6000 is stressing me that much it is affecting my health and feeling ill because of this constant battle to get the money that belongs to me. I hope the casino feels good about what effects their dodgy business is causing not just to me but any one that has similar problems

Please help me locate my money

Dear lisanboys03,

I'm really sorry for your current situation and I can assure you that we will try everything to help you resolving this issue as fast as possible. I can also tell you from previous experience that your waiting time is still above average as sometimes it may take even more than a month to receive the winnings in other casinos. It's very usual to take it so long and ask for verification documents multiple times when the amount is higher like in your case. The time given by the casino refers mostly to the processing time and not the time the money takes to arrive on your account. I recommend you to be patient for now and wait for the next step.

Best regards

Dear lisanboys03,

We haven't hear from you in a while. Is there any update regardint your withdarwal reuqest?

Finally received my money last week and feeling very relieved. The funny thing is I won 400 3 days after and it was in my bank with 5 days I ncluding sat and Sunday lol

Dear lisanboy,

Thank you for letting us know that your issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly help.

Best regards,

Nick

Casino.guru