Mafia Casino - Il giocatore non ha ancora incassato le vincite.

Hello.

I live in Germany, so I don't understand why it's showing Puerto Rico here.

That's just a heads-up.

So, I played with a bonus and successfully used it up.

€360 are available via crypto ETH.

Support said 3 working days, which I personally find far too long for a crypto payout.

They keep saying the same thing: I shouldn't worry, it's delayed, they apologize, etc. ... just like always in casinos like that.

I wrote to them both in the chat and by email, saying that they themselves are violating their terms and conditions, as they explicitly state that payout requests will be processed by the finance department within 3 working days.

Today is day 4 and I'm being told that the finance department is overloaded.

Sorry, but that's not my problem.

Especially since the department works from 6am to 5pm, Monday to Friday.

Hallo.

ich wohne in Deutschland warum er hier das Land Puerto Rico anzeigt ist mir gerade nicht schlüssig.

Das eben vorab.

Also, ich habe mit einem Bonus gespielt und den erfolgreich umgesetzt.

360€ sind offen über Krypto ETH.

Der Support sagte 3 Werktage, was ich persönlich für eine Auszahlung in Krypto viel zu lange finde.

Sie sagen auch immer wieder das gleiche, ich soll mir keine Sorgen machen, es verzögert sich, sie entschuldigen sich. usw… also wie immer in solchen Casinos.

Ich habe sowohl im Chat als auch per Mail geschrieben und gesagt das sie selbst gegen ihre Agbs verstoßen da sie dort explizit drin stehen haben, Auszahlungsanträge werden innerhalb 3 Werktagen von der Finanzabteilung bearbeitet.

Heute ist Tag 4 und ich werde vertröstet das die Finanzabteilung überlastet ist.

So sorry, das ist aber nicht mein Problem.

Zumal die Abteilung von 6-17 Uhr arbeitet von Mo- Fr.

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 Obsessed,

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

Support keeps telling me that the finance department is behind. They haven't even requested verification, and the terms and conditions state 3 business days. Today is day 5, and nothing is happening.

Der Support sagt mir durchgehend das die Finanzabteilung nicht hinterher kommt. Verifizierung haben sie gar nicht angefragt und in den Agbs stehen 3 Werktage. Heute ist Tag 5 und es bewegt sich einfach nichts.

Dear Obsessed,

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.

Dear Obsessed,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The casino paid out after 5 days.

Das Casino hat nach 5 Tagen ausgezahlt

Dear Obsessed,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru