Pokerdom Casino - Výplata hráčovy výhry se zpozdila.

Hello casino guru, I created an account in pokerdom. I deposited 9,400 rubles. I went to play roulette. I seem to have won 54,000 rubles. They asked me for verification, a photo with a passport and a piece of paper with the current date and name of the casino. I sent it to them. After which, over the course of a week they asked me for such a photo with a new date. I uploaded everything to them. While they were canceling my applications, I went to roulette and played. Then there were 75,000 rubles. Then when I uploaded the photos, I asked support what I needed Should I re-create the application? They told me in support, yes, it’s better to re-create it.After which I waited again for several days. They again canceled the application, they said there were problems with processing, re-create the application. I re-created the application, now 7 days have passed, they just say wait, although 14 days have already passed. I think they are trying to deceive me, could you help me find a solution

Dear andeeenik,

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

Yes, 14 days have passed, that’s why I turned to you for help.

Dear andeeenik,

Have you received your withdrawal from the casino yet?

no I didn't receive it

Thank you for your reply, andeeenik. Have you made any successful withdrawals before? Do I understand correctly that the casino still hasn't verified your account?

Have you accumulated your winnings with or without an active bonus?

There was some kind of deposit bonus, I don’t remember exactly. I uploaded them 4 selfies with a passport and the date and name of the casino. I don’t know if they verified it or not

I didn't play with bonus money. I just played roulette with my real balance.

What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They blocked my account now and said that it is under audit, please wait. Although before this they said that the processing system does not send money. And that everything is fine, just wait. I have never been deceived like that before.

Thank you very much, andeeenik, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, andeeenik!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We have decided to extend the timer for one more week.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team