Safe Casino - O saque do jogador está atrasado e os fundos estão retidos.

Good morning. I tried to request a withdrawal from this casino, and it remained pending for more than 24 hours. However, just one minute after they approved the withdrawal, they said the bank had declined it. Now, I requested a bank transfer—which, in Portugal, is a SEPA transfer. What surprises me is that just one minute after the withdrawal was approved, they sent a message saying the funds were returned to my account because the bank had declined the transaction. The transfer takes days; it’s impossible for the bank to have rejected anything, especially since it’s Revolut (an international bank). My account is verified, and the money is legitimate. Customer support told me to try another method! I tried using the Neteller e-wallet. Now I’m curious to see what excuse they’ll come up with for this undue withholding of funds. Be careful when playing at this casino—it might work for some, but for others, the lack of transparency and bad faith will be the norm.

Bom dia. Tentei efetuar um pedido de levantamento neste casino e ficou pendente mais de 24horas. Entretanto dizem passado um minuto de aprovarem o levantamento que o banco recusou. Ora, pedi por transferência bancária, ou seja, em Portugal é a Sepa. O meu espanto é passado 1 min da aprovação do levantamento enviarem a dizer que o saldo voltou ao jogo porque o banco recusou. A transferência demora dias, é impossível o banco ter recusado alguma coisa, principalmente sendo Revolut (banco internacional). Tenho a conta verificada e o dinheiro é legítimo. O suporte disse para tentar outro método! Tentei por carteira digital Neteller. Quero ver agora qual será a desculpa para a retenção de fundos indevida. Tenham atenção ao jogar neste casino, para alguns pode funcionar mas para outros a falta de transparência e má fé será a maior parte.

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.

Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Good morning.

Yes, it’s all taken care of now. I went through a more thorough verification process, and it took a few days, but they transferred my money. They handled it correctly. It’s reliable. Thank you in advance for being willing to help me! Thank you, and best regards

Bom dia.

sim, já está resolvido. Passei por uma verificação mais exaustiva e demorou alguns dias mas transferiram o meu dinheiro. Foram correctos. É confiável. Agradeço desde já a disponibilidade em ajudar-me! Obrigada e melhores cumprimentos

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

Dear CatiaAlexandra,

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,

Veronika