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MiCasino.com - Unjustified withdrawal delay and unprofessional support - User: bryanmoral1

"I am filing this formal complaint against MiCasino.com for a withdrawal of Q 3,900.00 (GTQ) or $509.61 that has been pending for more than 5 business days, exceeding the 72-hour period established in their own Terms and Conditions.

Key points of my case:

1. Full verification: My account is fully verified (KYC completed) and I have no active bonuses or outstanding requirements.

2. Negligence of support: I have contacted live chat several times. Today, the agent (Valentina) refused to escalate my case to a supervisor and unilaterally closed the chat session while I was demanding a professional solution.

3. Lack of transparency: The operator refuses to provide a reference number (ARN/RRN) or a valid technical reason for the delay.

4. Legal action initiated: I have already filed a formal complaint with the Curacao Gaming Commission (License 1668/JAZ).

I have attached screenshots of the chat logs where the agent ignored my requests and logged me out, as well as proof of my pending withdrawal. I request Casino Guru's intervention to help me receive my funds, as the operator is violating its withdrawal policies.

MiCasino.com - Retraso injustificado de retiro y soporte poco profesional - Usuario: bryanmoral1

"Presento esta queja formal contra MiCasino.com por un retiro de Q 3,900.00 (GTQ) o $509.61 que ha estado pendiente por más de 5 días hábiles, superando el plazo de 72 horas establecido en sus propios Términos y Condiciones.

Puntos clave de mi caso:

1. Verificación completa: Mi cuenta está totalmente verificada (KYC completado) y no tengo bonos activos ni requisitos pendientes.

2. Negligencia del soporte: Me he comunicado con el chat en vivo varias veces. Hoy, la agente (Valentina) se negó a escalar mi caso con un supervisor y cerró la sesión de chat de forma unilateral mientras yo exigía una solución profesional.

3. Falta de transparencia: El operador se niega a proporcionar un número de referencia (ARN/RRN) o una razón técnica válida para el retraso.

4. Acción legal iniciada: Ya he presentado una denuncia formal ante la Comisión de Juegos de Curazao (Licencia 1668/JAZ).

Adjunto capturas de pantalla de los registros del chat donde la agente ignoró mis solicitudes y cerró la sesión, así como la prueba de mi retiro pendiente. Solicito la intervención de Casino Guru para ayudarme a recibir mis fondos, ya que el operador está incumpliendo sus políticas de retiro."

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 Bryanmora1,

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

I greatly appreciate your kind guidance and follow-up on my case. I confirm that my account is now verified and my history has been reviewed. I will gladly wait the 14-day period mentioned and will contact you to share the outcome. Thank you very much for your professionalism.

agradezco mucho su amable orientación y el seguimiento de mi caso. Confirmo que mi cuenta ya está verificada y el historial revisado. Aguardaré con gusto el plazo de 14 días mencionado y me pondré en contacto con ustedes para compartirles el desenlace. Muchas gracias por su profesionalismo

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

Dear Bryanmora1,

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