Hello, thank you for joining us here. I probably overlooked quite important info though. How long have you been struggling to withdraw, please?
In any case, it's a good idea to file a complaint when you think it's necessary, and the casino will definitely be asked to join in if the time comes.
Hello, thank you for your reply.
I have been trying to withdraw my funds for over 3 days now (since Tuesday).
During this time:
I was asked to complete verification via Sumsub, which repeatedly failed despite providing valid documents (Brazilian passport and residence permit);
I contacted support multiple times and received contradictory information;
At one point, my account was confirmed as "verified";
Despite this, I am still unable to withdraw my funds;
Support is now providing only repetitive/automated responses and has closed the chat without resolving the issue, even warning that I might be blocked if I continue contacting them.
At this stage, this is no longer a verification issue, but a blocked withdrawal despite a verified account.
I would really appreciate your assistance in this matter.
Thank you.
I see, well, it would be fair to say that even though i get it must have been a frustrating few days for you, the delay looks much more severe. And when it comes to the complaint, casinos are allowed 14 full days to verify the account and send the money without our intervention.
It may not be convincing, but please remain patient. 🙏 Providing the casino enough time is sometimes the most effective way. Perhaps some technical issue on the casino's side is involved.
Let's stay in touch to see what comes next week, because I would not expect much during the weekend. I hear you and will return to the forum if you want to talk.
Thank you for your reply, I really appreciate your support.
I understand the 14-day timeframe, however what concerns me the most is not just the delay itself, but the inconsistent and problematic behavior from the casino.
My account is already marked as verified, yet I am still unable to withdraw. Additionally, support has provided contradictory information and is no longer offering real assistance, only automated responses.
This is why I am worried that this may not be a standard delay, but a deeper issue.
I will wait as suggested, but I will definitely keep you updated if there are no developments.
Thank you again.
Anytime, I'm glad you found us here.
If I may be honest, I perfectly understand that improper communication of robotic reclining responses makes the most harm. It right to feel whatever you feel.
Sadly, when it comes to a practical standpoint, it is up to the casino to improve the image it presents to players. Although we all understand this, we cannot do anything about it.
But we can be here for you, tracking progress and maybe helping you feel slightly less worried.
I'll check on you during the weekend and will be back on Monday. Reach out anytime you like, ok? 🙂
UPDATE:
I would like to provide an important update regarding my situation.
I have now received an official email from the casino support team (Ethan) confirming that my account has been fully verified by their specialists and that I should be able to withdraw my funds.
However, despite this confirmation, I am still unable to proceed with the withdrawal.
When I attempt to withdraw using any available method, I am continuously redirected to the verification page, which already shows as "verification completed", creating a loop that prevents me from accessing my funds.
Additionally, I have contacted live chat support again, where I received contradictory information. The agent insisted that I still need to complete verification, including references to sending documents, which does not align with my case nor with the previous confirmation received by email.
At this stage, it is clear that:
My account is verified
The issue is not related to missing documents
The problem appears to be a technical or internal error on the casino’s side
I have already followed all instructions provided, including clearing cache, using different browsers (Chrome and Safari), incognito mode, and even a different device. The issue persists.
I have now escalated the matter via email to the support team as instructed.
I kindly request assistance in moving this case forward, as I am still unable to withdraw my funds after several days.
Thank you.
Good day to you and thank you kindly for this important information. I also consider this a very annoying technical problem, and I imagine finding a way around it may be very trying for you. I occasionally find myself in the situation of the it support trying to resolve a similar issue on our website. So, I really understand both sides.
However, it is fair to say that even though it is understandable that the casino has to find the solution to this nasty technical problem, for you as a player, a manual withdrawal resolution would surely be more convenient.
At this point, however, we have very little say in handling technical difficulties. In my opinion, though, the casino technical support should resolve associated withdrawals manually to spare you the pain and then focus on preventing that from happening again.
Hello,
Just an update — the issue has now been resolved, and I have successfully received my withdrawal.
I understand technical issues can happen, but a manual resolution would have been more appropriate in this situation, especially since my account had already been fully verified.
The delay ended up causing unnecessary stress and frustration.
That said, I really appreciate your input and support here on the forum.
Kind regards!
Hello there,
thats wonderful news. you deserve to close this troublesome matter for good and enjoy the winnings.
Thank you for this positive news and if you ever need something, or just want to talk, come back here. 🙂
"I am waiting for your response to the official complaint filed on Casino Guru, which is currently being handled by the investigator Matej."
I kindly ask you to stop spamming the forum. This is actually not necessary because the casino is notified through the complaint. One post to the casino is enough, and I deleted the other two.
Thank you.
Δωρεάν επαγγελματικά εκπαιδευτικά μαθήματα για υπαλλήλους online καζίνο, με στόχο τις καλύτερες πρακτικές του κλάδου, τη βελτίωση της εμπειρίας των παικτών, και τη δίκαιη προσέγγιση στα τυχερά παιχνίδια.
Μια πρωτοβουλία που ξεκινήσαμε με στόχο τη δημιουργία ενός συστήματος καθολικού αυτο-αποκλεισμού, που θα επιτρέπει στους ευάλωτους παίκτες να μπλοκάρουν την πρόσβασή τους σε όλες τις ευκαιρίες online τυχερών παιχνιδιών.
Μια πλατφόρμα που έχει δημιουργηθεί για να επιδείξει όλες μας τις προσπάθειες που στοχεύουν στην πραγματοποίηση του οράματος ενός πιο ασφαλούς και πιο διαφανούς κλάδου τυχερών παιχνιδιών.
Ένα φιλόδοξο έργο στόχος του οποίου είναι να τιμήσει τις μεγαλύτερες και πιο υπεύθυνες εταιρείες στον κλάδο των online τυχερών παιχνιδιών και να τους αποδώσει την αναγνώριση που αξίζουν.
Θα ανακατευθυνθείτε σύντομα στον ιστότοπο του καζίνο. Παρακαλούμε περιμένετε. Αν χρησιμοποιείτε λογισμικό αποκλεισμού διαφημίσεων, ελέγξτε τις ρυθμίσεις του.
