Ludios Casino - La retirada del jugador se ha retrasado.

Good afternoon, the Ludios casino has been withholding 1500 euros from me since April 18th. I've been to customer service several times and they always say the same thing, that the finance department is dealing with it. We're talking about more than a month to make a payment. I'm here to complain about the casino, which seems to me to lack transparency in its relationship with players.

I look forward to your response and help in this case.

Boa tarde, o casino Ludios retem me 1500 euros desde o dia 18/04. Já fui ao apoio ao cliente várias vezes, onde alegam sempre o mesmo, que o departamento financeiro está a tratar. Estamos a falar em mais de um mês para realizar um pagamento. Venho por este meio apresentar queixa do casino que me parece pouco transparente na sua relação com os jogadores.

Aguardo a vossa resposta e ajuda neste caso.

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 Diogocsmmm1910,

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 fully understand the situation.

• Could you please confirm that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Have you made any successful withdrawals before?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Dear Diogocsmmm1910,

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,
Jean
Casino.Guru