Energy Casino - La retirada del jugador se ha retrasado.

Hi, I made a withdrawal 2 weeks ago and all my documents have been verified for my account verification. Still, the withdrawal is not showing anywhere and the live chat assistant just says to wait...

Hei, olen tehnyt kotiutuksen 2 viikkoa sitten ja kaikki dokumenttini ovat vahvistettu pelitilini vahvistusta varten. Silti kotiutusta ei näy missään ja live chat avustaja vain sanoo että pitää odottaa...

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 Matildanordgren,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• When did you complete account verification in the casino?
• Is the payout request recorded in your player's account under any status? Would you be able to share a screenshot of your payout request?

Post it here or send the information to my email at tomas@casino.guru

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.

Best regards,

Tomas

I have never been home before.

Account verification completed on 12.7

En ole aikaisemmin kotiuttanut.

Tilin vahvistus on suoritettu 12.7

Thanks for your reply.

Has the casino processed your payout since your last post?

Please let me know.

Dear Matildanordgren,

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,
Tomas
Casino.Guru