Oro.gg Casino - A desistência do jogador foi adiada.

I am filing a complaint regarding a delayed withdrawal of €500 from Oro.gg.

I requested this withdrawal on April 6th, 2026, and it has now been over 10 business days with the status still showing as "pending".

I have previously used this casino and received withdrawals without issues, which makes this situation particularly concerning.

The support has been mostly unavailable, and when I finally received a response, I was told that Visa/Mastercard withdrawals are currently not working. I was then asked to cancel my withdrawal request and switch to cryptocurrency.

I find this highly concerning and unacceptable. Asking a player to cancel a pending withdrawal and switch to a different method raises serious trust and security issues.

I would like to emphasize that I prefer to receive my withdrawal through the original method and that I do not feel comfortable switching to cryptocurrency under these circumstances.

This situation appears to be an unnecessary delay, and based on similar complaints from other users, I am worried that this may be a recurring issue.

I kindly request immediate processing of my €500 withdrawal without further delay or changes to the payment method.

If this issue is not resolved promptly, I am prepared to escalate the matter further through public channels and relevant authorities.

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Dear Nunoslb_74,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue. It's important to understand that the casino doesn’t have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn’t necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.

• Aside from crypto payments, what other alternative payment methods were recommended to withdraw your winnings?
• Could you kindly send me a screenshot of the payment methods you see in your casino profile available for withdrawals?
• What was the exact response you received when you contacted support regarding your withdrawal? Please send any relevant communication to my email at jean.s@casino.guru.

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

Best regards,

Jean

Good morning, I sent an email with the screenshots, now they don't answer by email and the chat doesn't work, they only gave the chance to withdraw by cryptocurrency, they didn't give any answer

Bom dia, enviei email com as capturas de ecrã, eles agora não respondem por email e o chat não funciona, só deram a hipótese de levantamento por cripomoeda, não deram resposta nenhuma

Thank you for sending the screenshots of your communication with live support. Based on the information provided, the casino has confirmed that they are experiencing a global technical issue affecting Visa/Mastercard withdrawals. They are working on resolving it, but they cannot provide any timeline for when the method will be restored.

I understand that this situation is frustrating, and it is entirely reasonable that you do not feel comfortable switching to a different payment method after successfully using the original one in the past. However, there are situations where casinos have limited control due to geolocation restrictions, payment provider requirements, or unexpected technical disruptions.

These limitations can affect withdrawals even when deposits continue to work normally. Although the change is inconvenient, following the alternative withdrawal method recommended by the casino may be the most effective way to avoid further delays and ensure the payout is processed.

Please also note that the casino may request a small deposit to verify the new payment method. This is a standard security procedure, and the deposit should not be tied to any real-money wagering requirements before withdrawal.

To move forward, could you let us know whether you prefer to proceed with the crypto withdrawal option or wait for Visa/Mastercard withdrawals to become available again? Keep in mind that the latter may take some time, as the casino cannot provide an estimated date for the restoration of the service.

Good morning thanks for the reply, but if I change the payment method won't I lose everything? Why don't they answer the chat or the emails, I'm afraid of losing the money, I don't have confidence in changing the payment because I'm not sure I'll receive it, if I change the withdrawal to cryptocurrency will they pay on the spot? Can I still complain if they don't pay?

Best regards

Bom dia obrigado pela resposta, mas eu trocar o método de pagamento não vou perder tudo mesmo? Porque é que eles não respondem no chat nem aos emails, eu tenho medo de perder o dinheiro, eu não tenho confiança em mudar o pagamento até porque não tenho a certeza que vou receber, se mudar o levantamento para cripomoeda eles pagam na hora? Eu posso continuar a reclamar se eles não pagarem?

Cumprimentos

I am willing to switch to cryptocurrency ONLY if the casino guarantees that the withdrawal will be processed immediately after cancellation.

I will not make any additional deposits for verification.

Please confirm this clearly

Dear Nunoslb_74,

You will not lose your money simply by switching the withdrawal method to cryptocurrency. Changing the payout method does not affect your existing balance, and it does not take away your right to receive the €500.

Regarding the verification process, I cannot confirm whether the casino will require a deposit. You will need to verify this directly with them, as each casino has different procedures.

Also, the attachment you posted in your last message is too small to read. Please upload it again so I can properly review your communication with support.

Do you have experience in using crypto wallets before? What crypto wallet do you use?

The problem is that they don't even reply to my email or chat, I'm not used to cryptocurrencies and their problem is that they don't say anything specific, is visa/mc still not available after a month? Why are they ignoring me? Why don't they show their faces?

O problema é que eles nem respondem ao email nem respondem no chat, eu não estou habituado com cripomoeda e o problema deles é que não dizem nada em concreto, ainda não está disponível o visa/mc passado um mês? Porque me ignoram? Porque não dão a cara?

Dear Nunoslb_74,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Štefan, (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean Susor

Thank you for your work Jean

Obrigado pelo seu trabalho Jean

Dear Nunoslb_74,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Oro.gg Casino to join this conversation and assist in addressing the complaint.

Dear Oro.gg Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

The withdrawal status has now changed to "failed".

However, the €500 has not returned to my casino balance and my available withdrawal amount is now showing €0.00.

I am very concerned about the current status of my funds and request clarification from the casino immediately.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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

Dear Nunoslb_74,

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,

Stefan