Casongo Casino - O pedido de saque do jogador está atrasado.

Hi, I'm writing here because Casongo.dk is holding my payment.

I have not received any bonuses in relation to games or deposit bonuses.

I won a little over 10,000 kr and have paid it out in two installments. The first installment of 2400 kr which they have approved and then the last 8000 kr which they have held back since 10/6/2026.

They write to me that

"Unfortunately, there are no updates regarding your request at the moment, and I am very sorry, but I cannot provide any further information as there is none. As soon as there is information regarding your request, we will let you know. We hope for your understanding."

Or they write that

"It's a problem with those who have to pay out the money and they have approved it"

But no matter what, they won't give me any information on when I can get my money, or what the reason is for holding it back.

I have sent them all the documentation they have asked me to provide and they just say that I have to wait and see.

Hejsa jeg skriver herinde fordi at Casongo.dk holder på min udbetaling.

Jeg har hverken taget i mod nogle bonusser i forhold til spil eller indbetalings bonusser.

Jeg vandt lidt over 10.000 kr og har udbetalt det i to omgange. Den ene omgang på 2400 kr som de har godkendt og så de sidste 8000 kr som de har holdt tilbage siden d 10/6/2026.

De skriver til mig at

"Der er desværre ingen opdateringer vedrørende din anmodning i øjeblikket, og jeg beklager meget, men jeg kan ikke give yderligere oplysninger, da der ikke er nogen. Så snart der er oplysninger vedrørende din anmodning, giver vi dig besked. Vi håber på din forståelse."

Eller også skriver de at

"Det er et problem ved dem som skal udbetale pengene og de har godkendt"

Men uanset hvad vil de ikke give mig nogle oplysninger på hvornår jeg kan få mine penge, eller hvad begrundelsen er for at de holder dem tilbage.

Jeg har sendt dem alt dokumentation som de har bedt mig om og de skriver bare at jeg skal afvente situationen.

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.

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.

• Which payment methods have you used to deposit money into this casino so far?
• Have you tried selecting a different payment method for your withdrawal request since your previous attempt was cancelled due to a technical error?
• What types of games did you play to accumulate the winnings you have been trying to withdraw?

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 have deposited with a credit card and only one credit card every time and paid out to the same account, as that is my only option on the website.

Have only played casino.

Har indbetalt med et dankort og kun det ene dankort alle gange og udbetalt til det samme også, da det er min eneste mulighed inde på hjemmesiden.

Har kun spillet casino.

Dear Crybax

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 Crybax,

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 Casongo Casino,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Crybax,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Ayberk