Ludios Casino - Povlačenja igrača su odložena i neadresirana.

Dear Casino Guru Complaints Team,

I am writing to request your urgent assistance in mediating a dispute with Ludios Casino regarding two long-standing withdrawal requests that have not been processed.

Despite multiple inquiries, I am consistently receiving automated, dismissive responses from their support team, stating they are not involved in financial matters and that my requests are simply in a 'queue'. 

I have attached proof of the following pending transactions:

Withdrawal 400€, requested on March 30th, 2026.

Withdrawal 500€, requested on April 27th, 2026.

It is unacceptable that the 400€ withdrawal has been pending for over a month. Furthermore, I have attached the repetitive, unhelpful response I receive whenever I inquire about the status of my funds.

I must also express my deep concern regarding this situation: I am afraid that by filing a formal complaint, the casino may retaliate by blocking my account, leaving me permanently without my funds. I am reaching out to you because I trust your mediation process to handle this matter professionally without putting my account at undue risk.

Notably, I have successfully received a withdrawal of 100€ from this casino in the past - completed on April 8th, which proves that my account is fully verified and that the casino is capable of processing payments.

I look forward to your guidance on how to proceed safely.

Best regards

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Dear Witcher2026,

Thank you very much for submitting your complaint. I’m sorry to hear about the long delays with your withdrawals.

I have reviewed the screenshot you shared. According to the image, I can see that there are currently two withdrawal requests marked as pending — one for €400 requested on March 30th, 2026, and another for €500 requested on April 27th, 2026. I can also see that a €100 withdrawal was previously completed on April 8th, 2026, which may indeed indicate that your account verification had already been approved at some stage.

In order for us to better understand the situation and investigate the matter further, could you please clarify a few additional details?

• Could you please confirm whether your account is currently fully verified and whether the casino requested any additional documents after the withdrawals were submitted?
• Did the casino provide any specific explanation regarding the unusually long processing time for the €400 withdrawal?
• Were the winnings generated from real-money gameplay only, or was any bonus used at any point?

Regarding your concern about potential retaliation, please note that submitting a complaint through our mediation system should not negatively affect your account. We handle complaints professionally and communicate with casinos in a neutral manner focused on clarifying the situation and seeking a fair resolution.

You may also forward any relevant communication, screenshots, or additional documents directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela!

The account has been verified for a long time, it's not the first time I've received withdrawals.

Support only replies that my withdrawals are in a queue... I don't understand these queues... A queue that pays out the lowest amount and leaves the highest amount behind.

The winnings were made with real money, no bonuses.

Thank you for your reply to my complaint.

Best regards

Witcher2026

Olá Petronela!

A conta está verificada há muito tempo, não foi a primeira vez que recebi saques.

O suporte apenas responde que os meus saques estão numa fila... Não percebo estas filas... Uma fila que paga o valor mais baixo e deixa o valor mais elevado para trás.

Os ganhos foram obtidos com dinheiro real, nada de bônus.

Obrigada pela sua resposta à minha reclamação.

Cumprimentos

Witcher2026

Dear Witcher2026,

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, Hadi (hadi.a@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.

Hello Witcher2026,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

Hello Hadi,

I want to thank you for all the attention you are giving to my complaint.

Today I woke up to an email from Ludios Casino, again saying that I have to wait for my withdrawal, that I'm in a queue. The only curiosity is that in the last few days I haven't even sent them an email asking for information about my pending withdrawals!

What a frustrating situation...

Best regards

Witcher2026

Olá Hadi,

Quero agradecer toda a atenção que estão a dar à minha reclamação.

Hoje acordei com um email da Ludios Casino, novamente a dizer que tenho que aguardar o meu saque, que estou numa fila. A única curiosidade é que eu nos últimos dias nem lhes enviei email a pedir informações acerca dos meus saques pendentes!

Que situação frustrante...

Cumprimentos

Witcher2026

Hi Hadi,

Today I received the 400€ withdrawal that had been pending since March 30th!

The only thing missing is the €500 withdrawal, which has been pending since April 27....

So I don't consider my complaint resolved.

Best regards,

Witcher2026

Olá Hadi,

Hoje recebi o saque de 400€ que estava pendente desde o dia 30 de Março!

Só falta o saque de 500€, pendente desde 27 de Abril....

Por isso, não considero a minha reclamação resolvida.

Cumprimentos,

Witcher2026

Dear Witcher2026,

Good to hear the €400 came through. The case stays open until the €500 is also processed.

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

Dear Witcher2026,

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,

Hadi