Celebrino Casino - A retirada do jogador foi adiada.

Hi! I made a withdrawal at Celebrino casino 8/6 for 2000 euros. I received confirmation by email that the withdrawal went through and that the money would be in my account within 1-3 days. After 3 days I still hadn't received any money. Celebrino casino asked me to contact my own bank, I did and they confirmed that no money had reached them. I notified Celebrino casino of this and proved it with transaction history. I have also double checked that my IBAN account number is correct. I have emailed them several times during these weeks and only get a response that I should wait and be patient because they are investigating this with their finance department and their payment provider. But it doesn't feel like they are helping me or will pay out my winnings. Can you please help me?

Hej! Jag gjorde ett uttag på Celebrino casino 8/6 på 2000 euro. Jag fick bekräftelse på mejl att uttaget gick igenom och skulle ha pengarna på mitt konto inom 1-3 dagar. Efter 3 dagar hade jag fortfarande inte fått in några pengar. Celebrino casino bad mig att ta kontakt med mig egen bank, det gjorde jag och dom bekräftade att där inte har nått fram några pengar till dom. Jag meddelade Celebrino casino detta och bevisade det med transaktion historik. Jag har även dubbel kollat så mitt IBAN konto nummer är rätt. Jag har mejlat dom flera gånger under dessa veckor och får endast till svar att jag ska vänta och ha tålamod för dom undersöker detta med sin ekonomi avdelning och deras betalnings leverantör. Men det känns inte som att dom hjälper mig eller kommer att betala ut min vinst. Kan ni snälla hjälpa mig?

Dear Saraa,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you’re experiencing with your withdrawal from Celebrino Casino.

To help us look into this properly, could you please clarify a few details:

• Could you confirm the payment method used for this withdrawal (for example, bank transfer, e-wallet, card refund, etc.)?
• Did the casino ever provide you with any proof of payment, such as a transfer confirmation or reference number?
• Has your bank confirmed in writing that they never received any incoming transfer for this amount? If yes, could you share this confirmation with us?
• Have you ever received withdrawals from Celebrino Casino to this same bank account in the past?

If you have any relevant screenshots of the casino’s payment confirmation, your transaction history, or any recent communication with Celebrino’s support team, please feel free to forward them to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi! Thanks for your reply.

Here are my answers to your questions:

what payment method - bank transfer,

Has the casino ever given you any proof of payment, such as a transfer confirmation or a reference number? Yes, I did get a reference number.

Has your bank confirmed in writing that they have never received any incoming transfer of this amount? No unfortunately

Have you ever received withdrawals from Celebrino Casino to the same bank account before? Yes, many times.

I'll email you our email conversation.

Yours sincerely, Sara

Hej! Tack för ditt svar

Här kommer mina svar på era frågor:

tavilken betalningsmetod - banköverföring,

Har casinot någonsin gett dig något betalningsbevis, såsom en överföringsbekräftelse eller ett referensnummer? ja ett referens nummer fick jag

Har er bank skriftligen bekräftat att de aldrig mottagit någon inkommande överföring av detta belopp? Nej tyvärr

Har du någonsin fått uttag från Celebrino Casino till samma bankkonto tidigare? Ja många gånger.

jag mejlar dig vår mejl konversation

mvh Sara

Hi! they gave my money back today to my game account, so gkort just made a new withdrawal! so the money should be in my account by Friday at the latest! so you can wait that long :)

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

Dear Saraa,

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,

Petronela