AvoCasino - A desistência do jogador foi adiada.

Hello

I won at this casino in the begining of this year.

They paid me 2 withdraws of €500 after i contacted them and reminded them like 10-20 times.

After this they stoped paying me all together and when I talk to live support they just tell me that they cant do anything and to contact another department through email. this used to work but now they dont even answer my emails anymore so I saw no other way than to contact casino.guru

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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.

• What types of games did you play at this casino to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link.
• Have you passed the full KYC verification or at least submitted any identity documents to the casino for KYC?
• When was the last time the casino communicated with you regarding the delay in processing your payments?

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

I played slot machines

yes I used a bonus but I dont remember what bonus since its over half a year ago I played.

Yes I am verified and already been paid 2 times €500, but then they just stoped paying me and my withdraw been pending for 3-4months now.

They dont tell me that they will not pay they just say these generic answers of another department handles payments etc and when I contact that department they either just say okey or not answering at all.

Please send me a screenshot of your transaction history showing the current withdrawal requests. Additionally, kindly forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. I appreciate your patience and cooperation.

And the conversations with casino have been though live support and the always say they will let other deparrtment know because live support tells me they cant actually do anything.

Email conversations i guess i have deleated because I cant find them.

Anything else?

Dear ronnyrock

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Ayberk (ayberk.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello ronnyrock,

My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear AvoCasino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Ayberk

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I am currently attempting to reach the representative outside of this thread. Therefore, I will set one final deadline while I await their response.

Dear CasinoGuru team, thank you for having us here.

Please note that client's withdrawal has been processed. Thanks!

Yes 1 withdraw have now been paid, Still have 1 more withdraw and im not closing the complaint until I have that withdraw aswell.

Dear AvoCasino,

Thank you for the update.

The player has confirmed that one of the withdrawals has been successfully received. However, one withdrawal is still outstanding.

We will therefore keep the complaint open and await the processing of the remaining withdrawal. Please let us know once it has been completed.

Dear CasinoGuru team,

Thank you for your patience. All of user's withdrawal requests were successfully processed.

Dear AvoCasino,

Thank you very much for the update.

Dear ronnyrock ,

We will keep this complaint open until you confirm that all of your withdrawals have been successfully received. Please let me know once the funds have reached you, or keep me informed of any further developments.