Online Casino Games - O levantamento dos prémios dos jogadores está atrasado.

After numerous inquiries and run around I have still not received my deposit. It's the continuous misleading statement from every representative in the chat and email saying 1-3 business days then days past one weekend to the next then I'm told "it's been escalated " from this department to that department. No resolution just excuses. With the everyday, we will email you when there's an update. Two weekends heading to weekend #3 and no update no nothing withdrawl has been in review status 6 days now. I have never delt with this any where else. This is not okay and not right at all.

Dear Flowergarden24,

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

Thank you for your prompt response and suggestions. I just feel like its dragged out. My initial withdrawal was end of July and it was rejected after I was told all required documents was received for verification. Then I sent the additional documents in. I decided to make sure via the chat only to find out I still needed to send selfie in. I received the email that i was all cleared in verificatiom and it wilp take 1-2 days for my deposit, that was almost 2 weeks ago. I just feel like they are dragging things out. I will however, take your advice and hopefully they will just make the deposit so I can move on.

Just received email that payout has been authorized

Authorized but no deposit

Dear Flowergarden24,

Have you received your withdrawal from the casino yet?

Hello, no haven't

Thank you Flowergarden24 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okay thank you

Hello there,

Thank you Flowergarden24 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Online Casino Games for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Thank you so much, I have received the deposit ☺️

Dear Flowergarden24,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter