Hotline Casino - La retirada del jugador se retrasó y la asistencia fue inadecuada.

Initially, the withdrawal menu wasn't working when I finished filling out my withdrawal information. I wasn't able to do it until a day later. Now I have to wait to see if they deposit my withdrawal. What really bothered me was that when I tried to ask for help via live chat, the woman in charge was very rude, as if she were angry about her job or something. It was hard for me to hold back from responding rudely, but I managed. Maybe they use that as an excuse to block accounts or not pay; I'm only realizing that now. Anyway, I'll wait and see what happens, and if they don't pay me, I'll file a complaint. Thank you for your attention. (I just told the woman in the chat that she needed a boyfriend, or failing that, maybe a divorce.) I hope she took it as advice and wasn't further upset.

Primeramente el menú de retiro no funcionaba cuando termine de llenar mis datos para el retiro. Pude hacerlo hasta un día después. Ahora tengo que esperar si me depositan mi retiro. Lo que si me causo molestia fue que al tratar de pedir ayuda al chat en vivo la persona encargada al chat una mujer me atendió de forma muy grosera, como si estuviera enojada con su trabajo o algo así, fue difícil para mí contenerme de contestarle de forma grosera, pero me aguante, tal vez lo usan de pretexto para bloquear las cuentas o para no pagar, hasta ahora caigo en cuenta. En fin esperaré ver qué pasa y en caso de que no me paguen, pondré una queja. Gracias por su atencion. ( Solo le dije a la mujer del chat que le hacía falta un novio o en su defecto tal vez un divorcio). Espero que lo haya tomado como un consejo y no se haya molestado más.

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Dear Perrolokko,

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,

Attila

That's the problem. When I tried to do the verification, the menu wasn't responding either. When I asked the assistant for help, she rudely told me I have to wait for them to ask me to do the verification. Oh well, I'll wait a few days then. Thanks.

Ese es el problema que al intentar hacer la verificación tampoco respondía el menú al pedir ayuda a la asistente me dijo de forma grosera que tengo que esperar a que ellos me pidan hacer la verificación. No modo esperaré unos días entonces. Gracias

Dear Perrolokko,

Thank you for your response. Do you have any updates for us? Have you had a chance to submit the documents for the KYC verification?

Additionally, could you kindly confirm if you have attempted to reach out to the casino via email?

Thank you for your cooperation.

Dear Perrolokko,

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.

The problem has been resolved. Thank you for your attention.

El problema ya fue resuelto. Gracias por su atención.

Dear Perrolokko,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Attila

Casino.Guru