Staxino Casino - Ο παίκτης πιστεύει ότι η ανάληψή του καθυστέρησε.

I deposited €30 on March 4th, using no bonus or free spins, just my own money. I played the Mental game at €0.20 stakes. During the free spins, an 80,000 symbol appeared, resulting in a win of €16,852.18. I requested a withdrawal but haven't received any money yet. Yes, I'm verified because I had a previous €50 withdrawal that went through in 48 hours. Now they're saying it can take up to 5 business days. Those 5 days have passed, and it still says the withdrawal is being processed. Support only says it can take up to 5 business days, and if the withdrawal doesn't arrive within 10 business days, I should send bank statements showing the deposit.

Ich habe am 04.03 30€ eingezahlt kein Bonus oder Freispiele in Anspruch genommen nur mein Geld. Ich habe Mental gespielt auf 0,20 in den Freispielen ist ein 80000 mal Bild entstand der Gewinn belief sich auf 16852,18€. Auszahlung beantragt bis heute kein Geld erhalten. Ja ich bin verifiziert weil ich davor eine Auszahlung von 50€ hatte die in 48 Std durch ging. Jetzt schreiben sie das es bis zu 5 Werktage dauern kann. Die sind jetzt auch Rum. Steht immer noch das die Auszahlung in Bearbeitung ist. Der Support schreibt nur das es bis zu 5 Werktage dauern kann , wenn die Auszahlung in 10 Werktagen nicht kommt ich noch Kontoauszüge von der Einzahlung schicken soll.

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 Simbda,

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

Okay, thank you very much. I've never experienced such a long wait with any other casino. But okay. I've contacted support again, but I wonder if they'll reply? There's no way to appeal if they don't pay out for whatever reason.

OK vielen Dank. Das es so lange dauert kenne ich von keinem Casino. Aber OK. Habe den Support nochmals angeschrieben, aber ob die Antworten? Man hat ja keine Möglichkeit wenn sie nicht auszahlen aus irgendwelchen Gründen dagegen vorzugehen.

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

Dear Simbda,

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,

Karla