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I have seen many similar complaints here. At around the 2nd of may I won 500 euros and I was over the moon. I immediatly decided to send in all the requested documents stated on the website. They were all swiftly accepted and I was able to make the withdrawal! Then the whole process started..

first they needed the selfie ID - sure - got accepted. They said (I have this all in evidence) ‘please make a new withdrawal’. So I did.

yes again : cancelled. They now wanted a mobile provider bill stating my phone number. Again no problem so I sent them in. Please note that this is already going on for 10-12 days now.

I am very patient with this because KYC is no joke, that is why I comply with everything their support asks me. Now today it got really strange. After sending in all my private documents so I can withdraw my funds savely, the funds I won fairly, I got an email stating they are deducting 125 euros from the amount because of risk and liability (after asking me for documents for 2 weeks?).

Even this is fine. As long as I can get my withdrawal which is now not 500 but 350, because I had deposited just once and it’s max 15x that. Again ; sad but fine.

now suddenly the support chat says 40 minutes of waiting time when before it was in seconds. I feel wronged and scammed here as they are quite obviously either stalling for time or just playing some weird game with me, even though they now hold all my personal documents. I have waited for about 2 weeks now and seeing all these similar complaints I decided to seek help.

what can I do? I have experience contacting the licensors such as MGA, but I would rather resolve it with them. It is now withdrawal number 10, of which they cancelled 9.

they told me they would email me when my documents were approved, they didnt. In my account I see it as approved, they only emailed me to say they deducted 125 euros from my balance. I have never experienced a process like this and oh boy I have seen many.

can anyone please help me as it feels like I’m being wronged and I’m losing all the fun here.

kind regards, Roy.

Dear Ropie1995,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

I apologize, but the screenshots you have attached to this complaint are blurry and I am not able to read them. Would you be so kind as to forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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.

Best regards,

Kristina

Hi Kristina, thank you for your response, this is very hopeful. Sorry about the screenshots, I chose the smallest format hence the quality. It were shots showing them telling me to make a new withdrawal and so forth.

Yesterday, basically after posting my first complaint, they sent me an email responding to my previous 5 giving me information about how they have the right to ask for more documents at all time if deemed nessecary. I copy pasted this :

Thank you for contacting us regarding your account.

We would like to inform you that we have received the copies of your documents that you have uploaded and the verification process of your account has been successfully completed.

Allow us also to inform you that, due to occasional account checks conducted by the corresponding department, you could be asked via private message in your account or email to provide us further supporting documentation.

Additionally , kindly note that we will process your withdrawal request within 72 hours unless further review is required. Once your withdrawal is approved it gets credited in your Payment method. For e-wallets it is usually instant and for Bank transfer it can take 1-3 days.

Do not hesitate to contact us in case you need any further help. Have a good day.

so this is slightly hopeful. I have my withdrawal pending for 24hours now and taking their within 72 hours story, I should be patient for today and maybe even tomorrow. As of now they finally sent me something that gave me a bit of hope about their goodwill. I honestly understand the KYC better than anything but man it is so bad when a casino takes away your fun. It still might be resolved though so before any bad words I want to give them a chance to redeem themselfs. They’ve taken 125 euros already and now I’m succesfully verified (right?).

if you wish to get information through screenshots @Kristina just let me know and I’ll email or upload them.

Let’s hope they ‘COMPLETE’ this withdrawal in the next days, I will take the 350 instead of 500. If they would fix it like this, then yes it would have been a lenghty process but they would have kept their word in their way. So chance to redeem themselfs!

To respond to your previous questions : no, I have not made any withdrawal requests that were succesful and the win was from a normal deposit no bonusses or anything.

As of now, I have waited a full 72 hours for the withdrawal to go from pending to completed. It has not. It stands there since 12/5 at 9:18 AM. Their email stated we will process within 72 hours unless further review is needed (in the same email they say my verification was succesful after 2 weeks). I wonder now why it takes the full 72 hours again and I still dont believe they have any intention of paying out and fixing this issue? I dont get why a casino must take over 2 weeks for verifying and paying out 350 euros. I really hope I can receive it anytime soon.

Thank you very much for keeping us updated, Ropie1995. I fully understand your frustration. However, I would like to emphasize that we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience, and please, let us know if there is anything new.

Thank you again for your kind words. As of today we’re starting a new week, and as of today we start the 14 day trial. My win was on 02-05 and as of today it has completed the full 2 weeks (I did count weekends aswell). I wonder if this week monday to friday will finally be the salvation. It has been pending since 12-5 now so I do believe if it is all good (as they stated in the email regarding my verification process), I can receive the money somewhere this week. Or let alone have the withdrawal being ‘accepted’. As you said we take the full 14 days which is very much fine and also very intelligent I believe. Again now the ball is in their hands and I really like the website and the way it navigates so I would hate to actually have to stop playing their casino just because of this process.

let’s see what today and tomorrow brings kind people!

Still nothing. Pending since 12th of may. We’re at 17 now. No emails or messages from them, but my account is verified and they handle withdrawals within 72 hours. Well, look at the photo.

Dear Kristina and CG team : I can confirm that my withdrawal now says COMPLETED. I will now wait for the money to arrive. When it arrives I will give you the official clearance. It took me about 15 days but finally it’s completed! Let’s wait for the money.

Sounds like we are on the right track, Ropie1995! I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

Small update : the withdrawals with bank transfer take 1-3 days. It was changed to completed on tuesday morning. Now being friday morning, I have not received funds. that is a full 72 hour midweek. The money should arrive today. I really hope it does. So much stress regarding this withdrawal it is unbelievable. Let’s hope for the good news today

another frustration issue, as the money has not yet landed. I understand certain bank times and withdrawal times but again this is not what they told me. 80+ hours and counting. I presume weekends dont count so it will be another full week before/if I receive my funds. Unbelievable

Unfortunately, weekends can cause a delay. Let's give it a few more days and if you don't receive your withdrawal, we will get in touch with the casino and ask for their standpoint. Thank you for your patience.

Yep, nothing else left to do. I didn’t get an email about my withdrawal being accepted aswel. Last communication was about a week ago, in an email where they gave me information about the withdrawal and its times. Now I will wait the weekend, and hope for the money to come in on monday. 02-05 till here, I guess I can take a few more days haha.

thanks for the support Kristina

Hi Kristina. Monday morning still no funds. So tomorrow marks full 7 days without receiving the funds in my account. I really wonder what is going on here.

I asked them myself for an explanation. This is their reply :

Dear Roy,

We truthfully apologise for the delay and inconvenience.

The payment seems to have bounced back, but we will execute the payment once again, today.

I do hope that the amount reaches you fast, and that no other issues arise.

We apologise once more, and ask for your patience.

Do not hesitate to contact us in case you need any further help. Have a good day.

Kind Regards,

Support Team

I can hereby CONFIRM the payment! I have received funds Kristina! I’m very very verrrryy happy

Awesome news, Ropie1995. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.