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Hello, I made a withdrawal request via my Bank's IBAN for 500euros with this casino on the 17th Jan, they emailed me on the 20th Jan asking for docs to verify my account, I emailed back all docs that the requested. They came back on the 22nd Jan asking for a Bank Statement showing my IBAN details, I emailed them back this doc. I have not heard anything back from them since.

I contacted support today to ask whether not my account has been verified and what was the status of my withdrawal request, Sara in support has not told me that my withdrawal request was completed on the 18th Jan and the money went into my account. I have checked my bank and I did not receive the 500euros. I asked Sara for some sort of reference info that I could check against and she has said that it was lodged into my account and there was no reference info. I have checked for any lodgements around the 18th / 19th / 20th Jan and there has been no lodgement. Can you advise me as to what I should do now. Unfortunately this website does not allow me to see my Wallet and check on any transactions that have been made nor to check on my verification process.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you tried contacting the casino’s customer support via email to ask for the transaction details of your withdrawal requests that could be used to track the payment?
• Have you contacted customer support to ask about the current status of your account verification?
• What types of games did you play to accumulate your winnings?
• Am I correct in understanding that this is the first time you are attempting to withdraw your winnings from this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, and thank you from replying to me so quickly. I have spoken with Support and they told me that the withdrawal transaction was completed on their side on the 18th Jan. I assume my account is verified but I am not sure. I was playing online slots. I only created an account with this Casino in January and this was my first time to make a withdrawal. I email the Casino again to ask about the withdrawal and they emailed me and gave me a reference number to check so that I could check with my Bank, which I have done and no monies was lodged to my account. They are adamant that they made the lodgement but no money was lodged to my account. Their website is not as good as other casino websites and it is very hard to try to see any transactions. I have emailed the Casino this morning, giving details of my IBAN number to confirm that this is the account they lodged to but am still awaiting a reply.

Kind regards

Catherine

Thank you for your response. We are currently in contact with the casino representative and have received confirmation that the €500 payment was sent on January 19 to the bank account ending in ***9144.

To proceed with the complaint, could you please forward a bank statement from January 19 up to today for this account, showing whether the payment was received? You may send the statement to my email address: veronika.f@casino.guru.

Thank you very much for your cooperation.

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

Dear banjolilly,

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,

Veronika