Roo Casino - O pagamento do jogador foi atrasado.

Hi,

So a 2 withdrawals were made on same day and it took a week for them to pay me one but there still one pending I am not sure why both weren't released at the same time as both were cashed out at the same time

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 Gothic_Academia,

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

Alright. so I just spoke with customer support. there were two Documents that were needed me holding my Bank statement the second me Holding* up my ID card so hopefully this will be sorted will soon however I will keep the case open until I receive my withdrawal

Dear Gothic_Academia,

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.

Hi,

No I haven't but they have told me that it could take up to 6 business days so the 6th day would be Tuesday I am willing to wait and see if I receive it by then I will keep you updated with the out come I mean I have had withdrawals in the past so yeah we will see

Hi,

Good evening so, the casino just put my winnings back into my account they now are stating that payment provider rejected this apparently something to do with my bank but I know this isn't true I spoke support on the live chat they are finding out why it was cancelled At this point 5 days waiting then this happens when last withdrawal went through fine! I am so upset really this is so unfair

Basically this was the reason they said

Since my withdrawal was cancelled I played down the balance to 2.5k I had to make another withdrawal so now will take another 6 days. I swear once I receive my withdrawal I will be looking to close my gaming account with them this is shocking waiting 6 days is very excessive my opinion

We understand how frustrating it must be to wait several days, only for the withdrawal to be cancelled and the funds returned to your balance. We also understand your concern given that your previous withdrawal took a week to get processed.

• Could you please clarify whether you have accumulated your winnings with or without an active bonus?
• Please upload a screenshot of your new withdrawal request.

Since you've submitted a new withdrawal, please keep us updated on its progress in a week. Thank you for your patience and cooperation.

accumulated it was with active bonus but wager was completed and one withdrawal was recieved that was for 862 now waiting on 4k to arrive I will share a screenshot.

I will give it a week. as the other day Payments. team explained what had happened I shared that image with you Do you see it above

I would say let's give it a week. form now

Hi,

There Jean so the casino has put the money back into my casino account yet once again the casino hasn't informed me why it was put back in the my account there is no email telling me why

Hi,

Jean. you will need to update. The amount to 4,000 now as that is the amount I am waiting for

Hi,

Jean. So I spoke with chat support reason why my payout was rejected was due to a technical issue on there side they told me to do another withdrawal so I did I do see a small change

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

Dear Gothic_Academia,

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,

Jean