Hotline Casino - Se ha retrasado el pago de las ganancias del jugador.

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Dear inga22,

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 inga22,

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.

Hello Karla,

​Thank you for your follow-up. Unfortunately, I still have not received my withdrawal. It has been more than 14 days since my request. My account is fully verified, and I have not received any new requests or updates from the casino. Please intervene and help me resolve this issue.

​Best regards,

inga22

Hello Karla,

​Thank you for your follow-up. Unfortunately, I still have not received my withdrawal. It has been more than 14 days since my request. My account is fully verified, and I have not received any new requests or updates from the casino. Please intervene and help me resolve this issue.

​Best regards,

inga22

Dear inga22, 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

Dear inga22,

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.

Dear Karla,

​Thank you for your reply. I have already sent a detailed email to karla.m@casino.guru with 9 screenshots attached, which include my chat history with the casino and proof of my transactions.

​To answer your questions briefly here:

​Previous withdrawals: Yes, I have had several successful withdrawals before (amounts around 100-150 EUR).

​KYC Verification: Yes, my account is fully KYC verified.

​Bonus: I won using 200 free spins with no wager. The winnings became real cash immediately.

​Games: I played slots only. No sports betting.

​Please check your email for the screenshots and the full description of the issue.

Dear inga22,

Thank you for your response and for the information provided.

I’m sorry, but I was unable to locate your email with the screenshots in my inbox.

Could you please confirm from which email address the documents were sent?

Also, kindly clarify whether you used the same email address that is registered with Casino Guru, or a different one.

If possible, I would appreciate it if you could resend the email with all attachments once again, so I can review everything properly.

Thank you very much in advance for your cooperation.

Karla

Dear inga22,

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