CasinoLeo - El retiro del jugador se retrasa antes del cierre del sitio.

I am currently applying to withdraw the winnings I made at Casino Leo via PayZ, but I have been waiting for over 10 days because the payment processing company is still processing the request.

That would be fine, but then I heard that the site will be closing on September 1st.

After receiving this information, I emailed them, but they told me that there were no other withdrawal methods available and that I would just have to wait for the transaction to be processed.

Will the withdrawal really be completed by September 1st?

I would like Casino Guru to investigate this as soon as possible.

カジノレオで得た勝利金をpayzで出金申請中なのですが、決済代行業者の処理中ということで10日以上待たされています。

それだけならまだいいのですが、サイトが9/1に閉鎖するということを聞きました。

その情報を得てからメールをしたのですが他の出金方法は選択できないし処理を待つしかないという回答でした。

本当に9/1までに出金されるのでしょうか？

カジノグルでなるべく早く調査してほしいです

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 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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

yes.

To be precise, I applied for withdrawal on July 16th.

Casino Leo states that withdrawal requests are generally processed within 24 hours.

It's so slow and I'm worried that the site will be shut down on September 1st.

はい。

正確にいうと、7/16に出金申請をしていました。

カジノレオは出金申請については基本的には24時間以内に受理されると書いています。

あまりに遅いですし、サイトが9/1に閉鎖されるというのが気になります

Thank you for your reply. 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?

Thank you.

This is my first time requesting a withdrawal.

KYC authentication has been passed.

I claimed the bonus and made a deposit, but I ended up winning with the cash before using the bonus, so I forfeited the bonus.

出金申請は今回が初めてです。

KYC認証は合格しています。

ボーナスを申請して入金をしましたが、ボーナスを使う前のキャッシュで勝利したのでボーナスは破棄しました。

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, 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.

Your withdrawal request is currently being processed.

We will send you correspondence with the casino via email.

出金申請は処理中となっています。

カジノとのやりとりをメールで送ります。

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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.

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 CasinoLeo's representatives to join this discussion and provide any available information to help resolve this issue.

Dear CasinoLeo,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Withdrawal completed. Thank you for your cooperation.

出金が完了しました。ご協力ありがとうございました

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

Dear natsu55,

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,

Romi