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

The casino blocked my funds under the pretext of verification. It's been more than two weeks. I provided all the documents they requested. Now they're writing all sorts of nonsense about the payment system and payment processing, even though the deposit was received and I played with it. I deposited from a crypto wallet and withdrew to it previously. I'm attaching a screenshot of the conversations from the replies. Please help me resolve this issue and withdraw my funds.

Казино заблокировали денежные средства под предлогом верификации. Прошло уже больше двух недель. Предоставил все документы, что запрашивали. Сейчас пишут всякую ахинею про платежную систему, обработку платежа, хотя депозит поступил, я играл на эти деньги. Пополнял с криптокошелька и ранее уже выводил на него. Прикрепляю скрин переписок из ответов. Помогите решить вопрос и вывести свои деньги.

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Dear gennadyi_1,

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 gennadyi_1,

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 afternoon. No, I haven't received my funds. Olimp Casino is making up all sorts of excuses and dragging out the verification process. Please help.

Добрый день. Нет, средства я не получил. Казино Олимп выдумывает всякие разные причины и затягивает процесс верификации. Пожалуйста , помогите.

Olimp Casino hasn't provided a specific answer regarding the timeframe or status. The audit procedures haven't been disclosed either.

Олимп казино не даёт конкретного ответа по срокам и по статусу. Регламент проведения проверки тоже не сообщают.

Dear gennadyi_1, 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

Good afternoon, Carla.

1. Yes, there was a withdrawal of funds earlier

2. Yes, verification is complete.

3. No, I didn’t use the bonuses.

4. I placed bets and played in the casino.

5. Screenshots.

Добрый день, Карла.

1. Да, вывод средств ранее был

2. Да, верификация полностью пройдена

3. Нет, бонусы не использовал

4. Я делал ставки и играл в казино.

5. Скриншоты.

Dear gennadyi_1, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Dear gennadyi_1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru