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

I deposited money may 11th with my credit card, won 400$, then 496$, then withdrew using bank transfer. request was denied. tried debit card, cancelled. tried using credit card, was stalled for the whole week while they say they process within 3 buisness days, took almost 6 days for them to cancel it again. they only give generic unhelpful anwsers. contacted them a number of times via both live chat and email and always the same generic unhelpful messages.

the verification page on my account says i do not need to verify.

i believe i am being purposely stalled so i finally cancel and gamble it all. this is getting way too long and stresses me out everyday.

i also have screenshots of the multiple emails i sent and their responses, a screenshot of my verification section, and a screenshot of my personal info on their casino.

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Dear Ezekielias,

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

Dear Ezekielias,

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 have not recieved the payment. it is still "under review"

Dear Ezekielias, 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

this is my first withdrawal. i have not passed KYC since they never asked once, told me that my account was good and the verification section also says i do not require verification. i acumulated my winnings without any bonus. i only played casino games, slots specifically, and pragmatic play slots. maybe a little bit of hacksaw gaming.

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

Dear Ezekielias,

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