W88es.com Casino - O jogador ainda não recebeu os seus prémios.

Hello, my KYC was approved at this casino and I was previously able to withdraw my money. Now it's been more than 12 days since I've been paid, and support only says that my account is in an internal verification process, without giving me any further details.

I need my money as soon as possible.

Hola, tengo mi kyc aprobado en este casino y anteriormente he podido retirar mi dinero, ahora llevo mas de 12 dias sin que me paguen y en el soporte solo dicen que mi cuenta esta en un proceso de verificación interna, sin darme mas detalles.

Necesito mi dinero a la brevedad.

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 Nicozmr,

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 Nicozmr,

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.

Hello, I haven't received my money and the casino only tells me they'll do their best to pay me soon, which is a lie. I've attached a copy of a chat with them where they promise something and don't deliver.

Hola no he recibido mi dinero y el casino solo me da respuestas de que haran lo posible para pagarme pronto, lo que es una mentira, adjunto copia de un chat con ellos donde prometen algo y no cumplen.

Dear Nicozmr, 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?
• To help me review the situation more accurately, could you please share screenshots showing the withdrawal transaction from your casino account, where the status appears as successful? 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

Have you made any successful withdrawals before?

• Yes, 3 withdrawals

Could you confirm that you have passed the KYC verification?

• Yes, I'm verified

Did you accumulate your earnings with or without an active bonus?

• I have won with and without active bonuses.

Did you play casino games or bet on sports?

• Both

I just received an email from the casino informing me that they closed my account and confiscated my money without giving me a clear explanation.

¿Has realizado algún retiro exitoso anteriormente?

• Si, 3 retiros

¿Podrías confirmar que has pasado la verificación KYC?

• Si, estoy verificado

¿Acumulaste tus ganancias con o sin bono activo?

• He ganado con bonos y sin bonos activos

¿Jugaste juegos de casino o apostaste en deportes?

• Ambos

Actualmente acabo de recibir un correo por parte del casino donde me cerraron la cuenta y confiscaron mi dinero sin darme una explicación clara

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

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

If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Hello, I selected the MACH account for my country and to withdraw from the same account, I can't send my withdrawal history because the casino blocked me and I can't log in.

Hola, elegí la cuenta MACH de mi pais y para retirar la misma cuenta, no puedo enviar historial de retiro ya que el casino me bloqueo y no puedo entrar

Dear Nicozmr,

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,Romi, romana.r@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,

Karla Mayfly

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the W88es.com Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear W88es.com Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

I hope you have the decency to respond; I've waited far too long. If you don't reply, please lower the rating of this casino; it doesn't deserve users falling for this scam. Thank you.

Espero que tengan la dignidad de responder ya he esperado demasiado, si no responden por favor bajen la calificación de este casino no merece que usuarios caigan en esta estafa, gracias.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi