Mr. O Casino - El jugador cree que el reintegro se ha retrasado.

Dear bringo3700,

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

Kristina I understand what you mean but this casino took all of my winnings, my account is at $0. They said I was in violation of their terms by using a promo code more than once and I have not. I only have one account with this casino so their information is false

Thank you very much for your reply, bringo3700. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Christina, I signed up and played on my phone. I have been the only owner of this phone and the only one to access it so there is no possible way multiple accounts were created. The agent even went as far as to say over 60 ip addresses were used from my phone which is rediculous. I tried to log into my account today to get the messages and all of a sudden I can't log back in. I know my login details are correct as I have them auto saved

This is the message that I am getting when I try to log in. I only made one account, I only used the welcome bonus once upon sign up and won. I have never previously played at this casino and I am not in violation of any of their terms or policies.

Thank you very much, bringo3700, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, bringo3700!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

This casino definitely has somethong shady about it, as I previously stated I only have one account with this casino. I emailed their customer support from my business email account (which isn't even in their system or no way connected to their casino) and I told them the same thing. I signed up, played my welcome chip, completed my playthrough requirements and was denied my withdrawl. The customer service agent replied and told me I was in violation of their rules and policies by having more than one account. This all is impossible because how can they say I have more than one account if the email address I contacted them through isn't even in their system. I didn't give any clue to who I was or the account I was associated with just to see if their response would be the same and it was. Here's proof.

Update: This casino has agreed to pay out my winnings but keeps holding me up on verification. I gave all the nesessary information to verify my account but they keep telling me to send in paperwork to verify my address which I have done multiple times and keep getting rejected

bringo3700, please, let us know if there will be any problems with your verification or when it will be finished!

Update: I finally was able to verify my account and they did send my winnings so the situation is resolved. I still think the process took way to long and to much of a hassle. I don't think I would be playing at this casino anymore. Thanks Casino Guru for your due diligence in helping me resolve this matter because I don't think it would've been without you guys, I appreciate it and will definately give a 5 star review for your hard work

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, bringo3700, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pavel K

Casino.Guru