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On the 28th, I received a €950 winnings, which I claimed after providing all the necessary card verification and phone number. I requested a withdrawal in two installments: the first for €500 and the second for €450 on the 30th. The payments were all approved, but in reality, they never arrived. After I complained, they requested the card statement from December 28th to January 8th. Having acknowledged their error, they credited the amount back to my gaming account. I used €500 for the withdrawal and reused €450 to gamble, requesting another €500 of the winnings on January 8th, which was approved on the 9th. When I asked for explanations, they assured me that I would receive the money shortly, but if I ask for the payment details, they will apologize again.

Total to pay: 1000 euros

In data 28 ho ricevuto una vincita di 950 euro che ho richiesto dopo aver fornito tutte le verifiche della carta del nome del telefono. Ho richiesto il prelievo in 2 tranche la prima di 500;e la seconda di 450 in data 30. I pagamenti sono stati tutto approvati ma di fatto non sono arrivati. Dopo la mia lamentela hanno voluto l estratto conto della carta dal 28 dicembre al 8 gennaio. Riconosciuto l' errore da parte loro mi hanno riaccreditato l importo sul conto di gioco. Ne ho utilizzato 500 per il prelievo e 450 li ho riutilizzati per giocare chiedendo ancora 500 di vincita in data 8 gennaio approvato il 9 ...chiedendo spiegazioni mi hanno assicurato che i soldi li avrei ricevuti a breve ma se chiedo gli estremi del pagamento ancora scuse da parte loro.

Totale da pagare euro 1000

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Dear emilia56,

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 emilia56,

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.

No, I haven't received anything yet.

Contacted in chat they told me the joke that only 2 days have passed

No non ho ancora ricevuto nulla.

Contattati in chat mi hanno raccontato la barzelletta che sono passati solo 2 giorni

The operator told me that the casino paid the amount but that it is the banks that make the payment and it is not up to them....

In total, 13 WORKING days have passed. Thank you.

L operatore mi ha detto che il casino ha pagato la somma ma che sono le banche che effettuano il pagamento e non dipende da loro....

In tutto sono trascorsi 13 giorni LAVORATIVI. Grazie

Dear emilia56, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

I've never played at this casino, and in order to withdraw, I had to forfeit any bonuses I might have received. All verification tests were successfully completed, and my winnings are based on real money. Thank you.

Non ho mai giocato con questo casino e per poter prelevare ho dovuto rinunciare a tutti i bonus che avrei potuto ricevere. Le prove di verifica sono state tutte superate con successo e le mie vincite sono basate su vincite reali da denaro. Grazie

To help us better understand the situation and move the complaint forward, could you please clarify the following:

1. Did you mainly play casino games, place sports bets, or both?
2. Could you please share your communication with the casino regarding the delayed withdrawal?

You can either:

• send emails or chat transcripts to karla.m@casino.guru, or
• upload screenshots directly here in the complaint thread.

Once we have this information, we will be in a better position to assess the case and continue the mediation.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Karla

I've only played the slots. I uploaded the latest screenshot this morning. They keep repeating the same thing...the money is coming...but in fact, it hasn't arrived yet.

Ho giocato solo con le slot ho caricato l' ultimo screenshot di questa mattina. Continuano a ripetere sempre le stesse cose...i soldi sono in arrivo ...ma di fatto non sono ancora arrivati

This morning I was supposed to receive the first of two withdrawals of €500, but what did they do instead? Like 15 days ago, they credited the amount back to my gaming account, telling me to request a withdrawal again. This time, I said I won't request a withdrawal because I've already done so, and no one authorized them to transfer the money back to my gaming account. The operator's response is to open a request with the team to submit my request. The deadline for the second withdrawal is tomorrow. If you need it, please send screenshots of today's chat. Thank you.

Stamattina avrei dovuto ricevere il primo dei due prelievi di 500 euro e invece cosa hanno fatto? Come 15 giorni fa hanno riaccreditato l importo sul conto gioco dicendomi di fare di nuovo la richiesta di prelievo. Questa volta ho detto che non farò richiesta di prelievo perché l ho già fatta e nessuno li ha autorizzati a rimettere i soldi sul mio conto gioco. Risposta dell operatore apre una richiesta al team per manifestare la mia richiesta. Domani scade il termine del 2 prelievo. Se avete bisogno mandi screenshot della chat opiernao. Grazie

Still no payment

Ancora nessun pagamento

As in previous cases, they have credited the entire amount back to the gaming account and continue not to pay

come per i casi precedenti hanno riaccreditato l intero importo sul conto gioco e continuano a non pagare

Dear emilia56,

Thank you for your detailed updates. To help us clarify the situation and move your complaint forward effectively, could you please confirm the following key points:

1. Payment method

Please confirm which payment method was used for your withdrawal requests (bank card, bank transfer, or another method).

2.Proof of payment from the casino

Has the casino provided you with any transaction reference number (such as ARN, RRN, or transaction ID) for the withdrawals they claim were sent?

3.Bank confirmation

Have you contacted your bank or card provider, and if so, did they confirm that no incoming transaction was initiated by the casino?

Thank you for clarification, Karla

The casino did not provide any proof of payment made telling me

Il casino non ha fornito alcuna prova del pagamento effettuato dicendomi

The payment was requested on a Postepay Evolution credit card. This last request displays a screen prompting me to enter the BIC code, while this information is not displayed for all other withdrawals, including the latest €250 withdrawal. To date, I have not been paid. Thank you.

Il pagamento è stato richiesto su carta di credito postapay Evolution. In questa ultima richiesta compare la schermata dove mi invitano a digitare il codice BIC mentre per tutti gli altri prelievi compreso quello di 250 quale ultima integrazione questo dato non compare. Ad oggi non sono stata pagata. Grazie

Dear emilia56,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi, romana.r@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thank you

Grazie

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Lazybar Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

The casino keeps canceling my withdrawals...with this it's been another 9 days but they still won't send proof of their payment

Il casino continua ad annullare i miei prelievi...con questo sono passati altri 9 giorni ma non mo mandano la prova del loro pagamento

I changed my card and this morning I received the first installment of €750 in credit... I still have €240 to pay... but I'm not giving up. Thanks, Casino Guru.

Ho cambiato la carta e questa mattina mi è arrivato l accredito della prima tranche in euro 750...restano ancora da pagarmi euro 240...ma non dispero. Grazie Casino Guru

Dear emilia56,

We are glad to hear that you have received one of your withdrawals. Our team remains in contact with the payment provider to identify the cause of the previous cancellation. As previously communicated, the withdrawals were returned from your bank, and after reviewing your account, it appears that the issue has likely been resolved.

Please note that it may take up to five (5) banking days for the funds to be credited to your bank account. If you do not receive the second withdrawal by the end of the banking day on 30 January, kindly let us know, and we will assist you further.

Thank you for your understanding and patience. Should you have any additional questions, please do not hesitate to contact us.

Best regards,

Lazybar Casino

I'd say five business days have passed since December 28th. Now even the last €240 credit hasn't arrived yet.

Dal 28 dicembre direi che ne sono passati di 5 giorni lavorativi. Ora anche l ultimo accredito di 240 euro non è ancora arrivato

Dear user,

Please inform us after Monday if the last payment has arrived.

Thank you.

Respectfully,

Romi

The payment was canceled again and the money was added to my gaming account. I attempted to make a new withdrawal with my Revolut card, but the transaction was not accepted. I asked the operators to allow me to make the transaction, but so far nothing. The only successful payment I received was with Revolut.

Il pagamento è stato nuovamente annullato e i soldi caricati sul conto gioco. Ho tentato di caricare un nuovo prelievo con la carta revolut ma l operazione non viene accettata. Ho chiesto agli operatori che mi consetano l operazione ma finora niente. L unico pagamento andato a buon fine l ho ricevuto con revolut

Dear Lazybar Casino,

Please update us about the situation.

Thank you.

Regards,

Romi

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

Dear emilia56,

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,

Romi