Gizbo Casino - O jogador ainda não recebeu os seus prémios.

The casino is not processing my withdrawal request.

I asked for withdrawal on january 20 and I got nothing so far, it just says "pending".

My account is fully verified and I didn't received any further request for documents or information. I have no idea why my withdrawal is not being preocessed, I did not get any explanation from the support.

Dear mirra87,

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 mirra87,

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.

Hi Nick,

No, I did not receive the money nor any communication from the casino.

Thank you mirra87 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear mirra87,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Gizbo Casino, I'd like to invite you to join this conversation and help resolve the player's complaint. Could you please share more information about the case? Also, could you specify the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. If you have supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello, dear player and Casino Guru representatives! The player's account is undergoing additional checking, according to paragraph 10.4 of Terms and Conditions of the Sports section: "The GIZBO Sportsbook platform has the right to limit the ability to withdraw funds for up to 31 calendar days in order to verify an account for signs of unfair play. The methods and results of verification of gaming activity are confidential". You do not need to worry, this is a procedure we use to check that there has been no fraudulent activity on your part. We need to make sure that everything was legal and safe.

Best regards,

Gizbo Casino!

Dear Gizbo Casino, please specify when exactly you started the additional review so that we estimate when it should be finished considering the timeframe of 31 days.

Dear player and Casino Guru representatives! According to internal data, the additional check began on 2025-01-20.

Best regards,

Gizbo Casino!

Thank you for specifying this, Gizbo Casino.

Supposedly, we can expect the verification to be finished in a week, so I'll extend the timer for 7 days. Hopefully, we'll hear from you about the results of verification in the set timeframe.

Dear player and Casino Guru representatives! Additional verification will be completed this week. We will keep you informed about the results.

Best regards,

Gizbo Casino!

I received the money.

There was no explanation whatsoever as to why my money was witheld for such a long period of time but in the end the withdrawal was processed.

Thanks to casinoguru for the support.

Dear mirra87,

That's great news, I'm glad to hear that your issue has been finally resolved. I'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, 

Natalia

Casino.Guru