AstroMania Casino - El jugador afirma que el pago se ha retrasado.

Hello,

I submitted a withdrawal request for €500 on June 16th.

According to the casino's terms and conditions, a payout takes 3-5 working days.

On June 22nd-23rd, the payout status on the casino website showed as completed.

One day later, the money was credited back to my player account with the explanation that it was a system error on the part of the casino.

Since I didn't experience a similar issue, but rather significant delays in payouts at a similarly structured casino (Talismania), I'm contacting you for some assurance that such a system error won't occur again. Back then, you managed to resolve the matter within a few days, ensuring the money was in my account within days of submitting my complaint, after I had already been stuck with a 25-day waiting period.

Therefore, I am very confident.

Regards

Hallo,

Ich habe am 16.06 eine auszahlungsanfrage von 500€ gestellt.

Laut AGBs des Casinos, dauert eine Auszahlung binnen 3-5 Werktage.

Am 22.-23.06 zeigte der status der auszahlung auf der casinoseite als abgeschlossen an.

Einen Tag später, wurde das Geld zurück auf mein Spielerkonto mit der begründung, es sei ein systemfehler von seite des casinos, zurückgebucht.

Da ich keinen ähnlichen Fall, sondern nur bei einem ähnlich aufgebauten Casino (Talismania) erhebliche Verzögerungszeiten bzgl Auszahlung hatte, melde ich mich für gewisse garantie, dass nicht wieder ein solcher systemfehler vorkommt, an euch. Damals habt ihr das auch binnen weniger tage hinbekommen, dass das geld binnen tage nach einreichen meiner beschwerde auf mein konto einging, nachdem ich schon auf 25tage wartezeit gesessen hatte.

Dementsprechend bin ich sehr zuversichtig.

MfG

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 Blvze,

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

Attached is a note: I submitted a new withdrawal request within a few hours of the chargeback (June 24th), which is currently still active. As mentioned, I'm contacting you to avoid any potential system errors.

Anbei, habe ich binnen weniger stunden nach der rückbuchung, eine neue auszahlungsanfrage gestellt (24.06) welche im moment noch aktiv ist. Wie gesagt, um etwaige systemfehler zu vermeiden, wende ich mich an euch.

Dear Blvze,

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.

I pointed out to the casino's support team their terms and conditions, which state that withdrawal requests must be processed within 3-5 working days, as today is the deadline for processing my withdrawal request from June 24th.

As things stand, there will be further delays, that's what support told me. And I don't understand it, since other casinos manage it.

In my opinion, this is an unnecessary delay.

Regards

Ich habe dem support vom casino auf ihre AGBs hingewiesen, Auszahlungsanträge binnen 3-5 Werktagen zu bearbeiten, da heute die Deadline bzgl der Bearbeitung meiner Auszahlungsanfrage vom 24.06 ist.

Stand jetzt wird es wieder zu verzögerungen kommen, so hat mir der support das mitgeteilt. Und ich verstehe nicht, da andere Casinos es auch hinbekommen.

Meiner Meinung nach ein unnötiges herauszögern.

MfG

Oh, and by the way, I'm being spammed with bonus free spins, which, if I activate them, cancel my currently pending withdrawal requests. Just FYI.

Achso, anbei werde ich mit Bonus Freispielen zugespammt, welche durch meine aktivierung, meine derzeit offenen Auszahlungsanfragen abbrechen. Nur so am Rande.

I should add that the casino has changed its terms and conditions regarding the withdrawal processing time, from 3-5 working days to 3 working days.

Therefore, the casino is already 2 days late.

Ich muss noch hinzufügen, dass das Casino ihre AGBs bezüglich der Auszahlungsbearbeitungsdauer geändert hat und zwar von 3- 5 werktagen auf 3 Werktage.

Somit ist das Casino bereits 2 Tage im Verzug.

Dear Blvze, 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?
• Could you please share your communication with the casino regarding the delayed withdrawal? 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

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

Dear Blvze,

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,

Karla