Norm Casino - Η ανάληψη του παίκτη καθυστέρησε.

Hello, I'm from Russia, and the system won't let me exchange my money. Naturally, the currency is rubles. Please help me figure this out with Norm Casino!

1. I requested two withdrawals for a total of 9,043 rubles: the first for 5,000, the second for 4,043. Both withdrawals were made to the same YuMoney wallet.

2. The withdrawal of 4043 rubles was completed (the money arrived in the wallet, the payment was split into 4 parts by the P2P provider).

3. The casino also assigned the withdrawal status "Completed" (Successful) to the 5,000 ruble withdrawal. However, the money still hasn't arrived in my wallet.

Communication with support:

More than five days have passed since the withdrawal was supposedly completed. I've repeatedly contacted support chat asking for clarification and the transaction ID (ARN/UTR) so I can track the payment in my bank.

Chat support initially suggested simply "waiting," and then sent an emoji (folded hands) without any specifics.

My email received an automated response stating that the matter was being "handled" and the outcome would be communicated later. I was not provided with any specific deadlines or documents.

Why I think this is a problem:

I'm convinced that the 5,000-ruble withdrawal was never actually sent, and the "Completed" status was set erroneously or formally. There are two compelling pieces of evidence:

1. The withdrawal of 4043 rubles, made to the same details, was successfully received.

2. For 6 days, the casino was unable to provide a single payment identifier (ARN, UTR, TxID) confirming the actual transfer of funds.

My requirements:

I ask the casino to either immediately provide a valid transfer ID so my bank can find the amount of 5,000 rubles, or cancel the erroneous status and return 5,000 rubles to my game balance for a repeat withdrawal.

Proof:

I have in my hands:

· Screenshots of the casino transaction history, showing that both withdrawals have the status "Completed".

· Screenshots from the YuMoney wallet confirming the receipt of the amount 4043 and the absence of the receipt of the amount 5000.

· Full screen recording, including transaction history, wallet, and support correspondence. I'm ready to provide the video upon request.

I hope for a fair decision.

Здравствуйте, я из России , система не даёт поменять, естественно валюта рубли. Помогите пожалуйста разобраться с казино Norm!

1. Я запросил два вывода средств на общую сумму 9043 рублей: первый на 5000, второй на 4043. Оба вывода были сделаны на один и тот же кошелек ЮMoney.

2. Вывод на 4043 рублей был исполнен (деньги пришли на кошелек, платеж был разбит P2P-провайдером на 4 части).

3. Выводу на 5000 рублей казино так же присвоило статус «Завершен» (Успешно). Однако деньги на мой кошелек не поступили до сих пор.

Общение с поддержкой:

С момента, как вывод якобы был завершен, прошло уже более 5 дней. Я неоднократно обращался в чат поддержки с просьбой разъяснить ситуацию и предоставить идентификатор транзакции (ARN/UTR), чтобы я мог отследить платеж в своем банке.

Поддержка в чате сначала предлагала просто «ожидать», а затем прислала смайлик (сложенные руки) без какой-либо конкретики.

На письмо, отправленное на почту, пришел автоматический ответ, что вопросом «занимаются», и результат сообщат позже. Никаких конкретных сроков или документов мне не предоставили.

Почему я считаю это проблемой:

Я убежден, что вывод на 5000 рублей не был фактически отправлен, а статус «Завершен» установлен ошибочно или формально. Тому есть два железных доказательства:

1. Вывод на 4043 рублей, совершенный на те же самые реквизиты, успешно дошел.

2. За 6 дней казино не смогло предоставить ни одного платежного идентификатора (ARN, UTR, TxID), подтверждающего реальную отправку средств.

Мои требования:

Прошу казино либо немедленно предоставить действительный идентификатор перевода, по которому мой банк сможет найти сумму 5000 рублей, либо отменить ошибочный статус и вернуть 5000 рублей на мой игровой баланс для повторного вывода.

Доказательства:

У меня на руках имеются:

· Скриншоты истории транзакций в казино, где видно, что оба вывода имеют статус «Завершен».

· Скриншоты из кошелька ЮMoney, подтверждающие получение суммы 4043 и отсутствие поступления суммы 5000.

· Полная видеозапись экрана, показываю историю транзакций, показываю кошелек и переписку с поддержкой. Готов предоставить видео по первому требованию арбитра.

Надеюсь на справедливое решение.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Andklick,

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

Thank you for your reply. I understand the standard 14-day period, but please consider the uniqueness of my case:

1. The withdrawal status "Completed" was set by the casino [August 5, 2026]. This means that on their end, the withdrawal has supposedly been processed, but no funds have been deposited. This isn't the standard "waiting for processing" status, but a possible error or fictitious status.

2. The second withdrawal to the same details was successfully received. This rules out any issues with my wallet or verification.

3. Casino support has not provided a payment ID (ARN/UTR) for more than 6 days.

I continue to record all contacts with the casino. I kindly request that my complaint be processed immediately after 14 days from the withdrawal request. I am prepared to immediately provide video footage of my screen and any new evidence."

Спасибо за ответ. Я понимаю про стандартный срок в 14 дней, но прошу учесть исключительность моего случая:

1. Статус вывода "Завершен" был установлен казино [5.08.2026]. То есть с их стороны вывод якобы уже исполнен, но денег нет. Это не стандартное "ожидание обработки", а возможная ошибка или фиктивный статус.

2. Второй вывод на те же реквизиты был успешно получен. Это исключает проблемы с моим кошельком или верификацией.

3. Поддержка казино уже более 6 дней не предоставляет платежный идентификатор (ARN/UTR)

Я продолжаю фиксировать все контакты с казино. Очень прошу взять мою жалобу в работу сразу после истечения 14 дней с момента запроса вывода. Я готов мгновенно предоставить видеофиксацию экрана и все новые доказательства.»

Dear Andklick,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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

Dear Andklick,

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,

Jean