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

I've requested withdrawals here several times, and they've been canceled because my bank supposedly declined them. I contacted the bank, and that's definitely not the case. Furthermore, withdrawals are supposed to take three business days, but this seems to vary depending on the employee. The chat support always gives the same copy-and-paste answers. Let's not even go into what else is going wrong here. This includes bonuses that can't be used and are replaced by a ridiculous 20 free spins worth 10 cents each, etc.

Ich habe hier schon mehrfach eine Auszahlung beantragt und sie wurde storniert, weil meine Bank angeblich abgelehnt hat. Ich habe mit der Bank Kontakt aufgenommen und dem ist definitiv nicht so. Zudem sollen Auszahlungen drei Werktage dauern, was aber je nach Mitarbeiter auch wieder anders ausgelegt wird. Vom Chat kommen immer nur die gleichen Copy & Paste Antworten. Was hier sonst noch so schief läuft lassen wir mal dahin gestellt. Dazu zählen unter anderem Boni, die man nicht nutzen kann und die durch lächerliche 20 Freispiele mit einem Wert von 10 Cent ersetzt werden usw.

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 sam_0611,

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

I was repeatedly assured by support that the processing time would be three business days, and just a little while ago that it would be processed today. But nothing is happening.

Es wurde mir mehrfach durch den Support zugesichert, dass die Bearbeitungszeit drei Werktage dauert und vorhin noch, dass sie heute bearbeitet wird. Aber es passiert nichts.

Dear sam_0611,

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.

Dear sam_0611,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru