Daytonaspin Casino - O jogador afirma que o seu pagamento foi atrasado.

I would like to file a complaint regarding a withdrawal issue.

I deposited €25 on the platform and played using only my own funds, without accepting any bonus. After playing, I won €140 and requested a withdrawal.

Since March 10, my withdrawal has not been completed. At one point, the transaction was even canceled without a clear explanation, and I was asked to submit documents again.

I have fully cooperated and provided all the requested verification documents. Despite this, I keep receiving generic responses from support, and my withdrawal is still pending.

I believe I have followed all the terms and conditions, and there is no valid reason for this delay.

I kindly ask for your assistance in resolving this issue and ensuring that my €140 withdrawal is processed as soon as possible.

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.

Dear pennytsam86,

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

The Request was made on 7/3, earlier than 10/3 which I had written.

το Αίτημα εγινε 7/3 νωρίτερα από 10/3 που είχα γράψει

They refunded my money and cancelled the withdrawal and I sent the identification documents again and made a new withdrawal request. I am not going to get my money.

Μου ξαναγυρισαν πισω τα χρηματα και ακυρωσαν την αναληψη και ξαναεστειλα τα δικαιολογητικα ταυτοποιησης και εκανα νεο αιτημα αναληψης. δεν προκειται να παρω τα λεφτα μου

Good evening.

It's been many days since I sent them the supporting documents and the money hasn't been credited. Please help me. Their site is definitely unreliable.

Καλησπέρα σας

έχουν περάσει πολλές μέρες τους ξαναέστειλα τα δικαιολογητικά και τα χρήματα δεν έχουν μπει . Σας παρακαλώ βοηθήστε με. Σίγουρα το σάιτ τους είναι αναξιόπιστο

Dear pennytsam86,

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.

Good evening.

not only was it not resolved and the money was not deposited but they asked me again to send a selfie with my face and the ID next to it again when I had already sent it. I sent it to them again. They also asked for a proof of account with my name and the transaction, I sent it to them again in pdf and I pressed withdraw again because they had returned the money to my account for the fifth time. I think this will happen all the time they do not deposit my money and they answer emails and chat with automated messages

Καλησπέρα σας

όχι μόνο δεν επιλύθηκε και δεν μπήκαν τα χρήματα αλλά μου ζήτησαν εκ νέου να αποστείλω σελφι με το πρόσωπο μου και δίπλα η ταυτότητα ξανά ενώ είχα ήδη στείλει . Τους έστειλα ξανά. Επίσης ζήτησαν ξανά αποδεικτικό λογαριασμού με το όνομα μου και τη συναλλαγή , τους το έστειλα ξανά σε pdf και πάτησα πάλι ανάληψη γιατί είχαν γυρίσει για πέμπτη φορά τα χρήματα στο λογαριασμό μου . Νομίζω ότι θα γίνεται συνεχώς αυτό δε μου βάζουν τα χρήματα μου και απαντάνε στα mail και στο chat με αυτοματοποιημένα μηνύματα

Good evening.

not only was it not resolved and the money was not deposited but they asked me again to send a selfie with my face and the ID next to it again when I had already sent it. I sent it to them again. They also asked for a proof of account with my name and the transaction, I sent it to them again in pdf and I pressed withdraw again because they had returned the money to my account for the fifth time. I think this will happen all the time they do not deposit my money and they answer emails and chat with automated messages

Καλησπέρα σας

όχι μόνο δεν επιλύθηκε και δεν μπήκαν τα χρήματα αλλά μου ζήτησαν εκ νέου να αποστείλω σελφι με το πρόσωπο μου και δίπλα η ταυτότητα ξανά ενώ είχα ήδη στείλει . Τους έστειλα ξανά. Επίσης ζήτησαν ξανά αποδεικτικό λογαριασμού με το όνομα μου και τη συναλλαγή , τους το έστειλα ξανά σε pdf και πάτησα πάλι ανάληψη γιατί είχαν γυρίσει για πέμπτη φορά τα χρήματα στο λογαριασμό μου . Νομίζω ότι θα γίνεται συνεχώς αυτό δε μου βάζουν τα χρήματα μου και απαντάνε στα mail και στο chat με αυτοματοποιημένα μηνύματα

I sent them a selfie and a bill again and they refunded the money again.

Τους έστειλα εκ νέου σελφι και λογαριασμό και πάλι επέστρεψαν τα λεφτά

Dear pennytsam86, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Hello

No it’s the first withdrawal . They don’t complete the verification although I send them all the files 10 times . They keep sending an email that says the same things . They say that the bank statement verification is in progress but I already sent everything many times .

There was not any bonus and it’s played on casino games not sports . I’m sending you all the conversation in your mail

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

Dear pennytsam86,

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,

Karla