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Withdrawal of €5000 blocked for over a month (ID 249796)

Detailed description (copy this):

I request the withdrawal of €5000 by bank transfer on May 14, 2026 (ID 249796).

Today, more than a month later, the withdrawal is still in "pending" status.

Despite numerous follow-ups via live chat (agents Jack and Sonya), I have not received:

• No clear ticket number

• No specific reason for the blockage

• No specific payment deadline

The responses remain vague ("verification in progress", "standard procedure"). My account is fully verified (KYC validated).

I also received a "Cancellation Request" option without explanation, which reinforces my doubts.

Retrait de 5000 € bloqué depuis plus d’un mois (ID 249796)

Description détaillée (copie ça) :

Je demande le retrait de 5000 € par virement bancaire le 14 mai 2026 (ID 249796).

Aujourd’hui, plus d’un mois plus tard, le retrait est toujours en statut « en cours ».

Malgré de nombreuses relances via le live chat (agents Jack et Sonya), je n’ai reçu :

• Aucun numéro de ticket clair

• Aucune raison précise du blocage

• Aucun délai concret de paiement

Les réponses restent vagues (« vérification en cours », « procédure standard »). Mon compte est entièrement vérifié (KYC validé).

J’ai également reçu une option « Demande d’annulation » sans explication, ce qui renforce mes doutes.

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Dear Stephou26,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re facing with your withdrawal, and I completely understand how concerning this situation must be for you.

Unfortunately, we have received numerous complaints regarding delayed withdrawals from this particular gambling establishment. Despite our repeated attempts to engage with the casino and seek resolutions for affected players, they have chosen to adopt a No-Reaction Policy, meaning they do not respond to our mediation efforts.

I can only imagine how frustrating it must be to wait for your winnings without any clear updates. I sincerely hope that the casino will process your payment soon. In the meantime, could you please forward a screenshot of your withdrawal request to veronika.f@casino.guru? This will help us document your case more thoroughly.

Thank you for your cooperation. I appreciate your patience and will do my best to assist you.

Best regards,

Veronika

Dear Stephou26,

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,
Veronika
Casino.Guru