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I made my last withdrawal from the casino in July 2024.

In December, I was asked to verify my account, which I did successfully according to the casino.

For the past 3 to 4 days, I have been trying to withdraw an amount that is below the daily withdrawal limit.

However, the withdrawal operation seems to be blocked by the system, and the support team cannot provide me with a reason for this.

avevo effettuato l’ultimo prelievo dal casino a Luglio 2024.

nel mese di Dicembre mi è stato chiesto di verificare il mio account, cosa fatta regolarmente con esito positivo da parte del casinò.

Da 3/4 giorni sto cercando di prelevare una somma inferiore al limite diaponibile orelevabile giornalmente.

L’operazione di prelievo però mi risulta bloccata dal sistema del gruppo e dal supporto nessuno mi sa dare la motivazione.

Dear Pierpaolo,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Could you please share screenshots of the verification status of your account if available and a screenshot of the error when attempting to withdraw?
• Have you contacted casino support? With what result?

Looking forward to hearing from you.

Best regards,

Tomas

Good evening Tomas

• So far no one can give me a precise answer regarding the restriction on my account (before it was linked to the account verification, now no one knows), even though in the month of July several withdrawals were paid regularly.
• I think it only concerns my account
• I attach a photo
• I have contacted customer support several times (I am also a VIP customer and have a personal assistant) but no one can give me a precise answer.

Thank you very much for your interest

A greeting

Buonasera Tomas

• Finora nessuno sa darmi una risposta precisa rispetto alla restrizione sul mio conto(prima era legata lla verifica dell'account, adesso nessuno lo sa), anche se nel mese di Luglio vari prelievi vennero pagati regolarmente.
• Credo che riguardi solo il mio account
• Allego foto
• Ho contattato varie volte l'assistenza(essendo anche un cliente VIP ho l assistente personale) ma nessuno mi sa dare una risposta precisa

Grazie mille per l'interessamento

Un saluto

Good evening Tomas, it seems that after 10 days they authorized the first transfer of €100.

I'll update it in the next few days

Buonasera Tomas, sembrerebbe che dopo 10 giorni abbiano autorizzato il primo bonifico di 100€.

la aggiorno nei prossimi giorni

Thanks for the update.

Could you please specify how much was the deposit that led to your winnings?

If there is any further development regarding the case, please share the information here.

Good evening Tomas, I have collected almost all the amount.

I'll update you shortly

Buonasera Tomas, ho incassato quasi tutta la somma.

ti aggiorno a breve

Good evening Tomas.

withdrawal completed all ok.

you can close the case

Buonasera Tomas.

prelievo terminato tutto ok.

puoi dar per chiuso il caso

Dear Pierpaolo,

We're glad to hear that your payout was successful. 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, 

Tomas

Casino.Guru