Casino-X - O levantamento dos prémios dos jogadores está atrasado.

I joined this casino and received the initial deposit bonus, converting the bonus money into cash, and I requested a withdrawal.

After completing the basic account verification,

I was asked for additional verification, including a selfie holding a device with the casino's profile screen in the background and a liveness check, as well as proof of the source of funds.

Due to an issue with the site, I couldn't complete the liveness check, so I submitted the selfie and the proof of the source of funds.

Once those verifications were completed,

I was asked for a selfie with my ID, which I submitted, and then they requested a video call verification via Zoom.

I am starting to suspect that the casino does not intend to allow withdrawals because of the repeated additional verifications.

Is there any assistance you can provide to help facilitate my withdrawal?

こちらのカジノで、初回入金ボーナスを受け取り、ボーナスマネーからキャッシュになり

出金申請をしました。

基本的なアカウント認証をしましたら

追加認証で、カジノのプロフィール画面を背景にデバイスを持ったセルフィーとライブネス

資金源証明を要求されました。

ライブネスはサイトの不都合ですることはできず、セルフィーと資金源の証明書を提出しました。

それらの認証が終わりましたら、

身分証を持ったセルフィーの要求され、提出しましたところ、Zoomでのテレビ電話認証

をしてくださいと言われました。

何度も追加認証されて、カジノが出金する意図が無いのかと私は疑っています。

出金するための手助けをお願い出来ませんでしょうか?

Dear hozu,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear hozu,

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.

As of now, the payment has not yet been made.

The authentication will be done via Zoom in January.

We are currently waiting for the casino to present their schedule for January.

現在はまだ出金されてない状況でして、

1月にZoomにて認証を、行うとのことで

カジノ側からの1月予定を提示されるのを待っている状況でございます。

Dear hozu,

Let us know once the call gets scheduled or once it is over.

Until then I can only advise to wait.

Regards,

Nick

Understood. I have scheduled the call for January 13th and will get back to you once that is complete.

かしこまりました1月13日に通話のスケジュールを組みましたので終わりましたらまたご連絡させていただきます。

Dear hozu,

Can you please advise if the verification call occurred?

Is there any outcome from it yet?

Looking forward to hearing from you.

Regards,

Nick

Since I was able to successfully withdraw the money after completing the phone verification this time, I would like to close this matter.

Thank you for your cooperation.

今回電話認証終了後無事出金することができましたので今回の件をクローズとさせてください。

ご協力ありがとう御座いました。

Dear hozu, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru