AvoCasino - El retiro de fondos del jugador se retrasa y la asistencia al cliente es deficiente.

I am submitting this complaint because I am extremely disappointed with how AvoCasino has handled my first withdrawal.

I am a VIP player and have deposited and lost approximately €15,000 at this casino. After all my activity on the platform, I finally requested my first withdrawal of €500.

Before requesting the withdrawal, I contacted live support and my VIP manager several times. I was clearly informed that withdrawals are processed within up to 72 hours, and they specifically confirmed that weekends count as normal processing days.

The 72-hour period has now passed, yet my withdrawal is still showing as Pending.

What concerns me even more is the complete lack of communication. Since requesting my withdrawal, my VIP manager has stopped responding to my emails entirely. The support team has also failed to provide any meaningful update. Live chat only repeats the same generic response that the finance team is processing my request, without explaining why the stated processing time has been exceeded.

As a VIP player, I expected better service, transparency, and communication. Instead, I feel completely ignored now that I am trying to withdraw my funds.

I am not cancelling my withdrawal. I simply want the casino to process it and honor the timeframe they promised.

I am asking Casino Guru to assist me in resolving this issue and to ask AvoCasino to:

Process my €500 withdrawal immediately.

Explain why the 72-hour processing timeframe was not respected.

Explain why my VIP manager and support team have stopped responding to my emails.

This experience has seriously damaged my trust in AvoCasino, and I hope Casino Guru can help resolve this matter fairly.

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Dear Wali19,

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,

Tomas

Dear Tomas,

Thank you for your response.

I understand Casino Guru's 14-day policy, and I will cooperate.

However, I would like to clarify that my concern is not only the delay itself. My account is already fully verified, and I have written confirmation from my VIP manager that all verification requirements were completed.

In addition, I received contradictory information from the casino regarding the withdrawal processing timeframe. Live chat informed me that the 72-hour processing period includes weekends, while my VIP manager later stated that weekends do not count and that the processing period starts on Monday. I have screenshots and emails documenting these contradictory statements.

I will continue waiting as requested and will provide an update if the withdrawal is still pending after the 14-day period.

Thank you for your assistance.

Kind regards, Wali19

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

Dear Wali19,

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,

Tomas