Gizbo Casino - O jogador ainda não recebeu os seus prémios.

I would like to file a complaint regarding a delayed withdrawal and an unfair verification process.

I have completed all required verification steps and provided all requested documents, including identity verification and additional photos as requested by the casino.

After completing the verification, I was clearly informed by the support team that my withdrawal request would be approved within 2 hours.

However, after this time passed, my withdrawal was neither approved nor processed. Instead, I was suddenly informed that my account is now under "additional verification", which may take up to 31 days according to clause 10.4.

I find this situation very concerning and unfair, as:

I was given a specific timeframe (2 hours), which was not respected

No clear or specific reason has been provided for this additional verification

I have fully cooperated and submitted all requested documents

The casino is now referring to a general clause without explaining how it applies to my specific case.

I kindly request assistance in resolving this issue and ensuring that my withdrawal is processed without unnecessary delays.

Thank you for your help.

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Dear mselko,

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

Dear mselko,

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.

Hello, thank you for your time.

No, the withdrawal request is still pending and has not been approved. I have completed full verification on my side and provided everything required; however, they refer to a rule that allows them not to process withdrawals for up to 31 days. I consider this absurd.

Dear mselko, 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