Mania Casino - El reintegro del jugador se ha retrasado.

The casino takes a really long time to verify the account. Been waiting since April, but it's still perfectly possible to make deposits and play. So they're okay with accepting the money but refuse to verify the account and proceed with the payouts. Made a withdrawal request in April which I then canceled and played away because nothing happened. It feels tactical.

submitted all the information they requested for verification. Customer service just asks you to wait.

Casinot tar jättelångtid på sig att verifiera kontot. Väntat sen i april, men det är fortfarande fullt möjligt att göra insättningar och spela. Så dem är okej med att ta emot pengarna men vägrar verifiera kontot och gå vidare med utbetalningarna. Gjort en ansökan om utbetalning i april som jag sedan avbröt och spelade bort för att ingenting hände. Det känns taktiskt.

skickat in all information dom önskat för verifiering. Kundtjänst ber en bara att vänta.

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 Alled1,

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

declined precis

Dear Alled1,

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!

No nothing has happened. Tried again when they rejected the withdrawal without giving a reason. Still waiting after 14 days. Nothing happens even though they said the processing time was 2-3 days for me.

Hej!

Nej inget har hänt. Gjorde ett nytt försök när dom avvisade uttaget utan att ange orsak. Väntar fortfarande efter 14 dagar. Inget händer trots att dom sa att handläggningstiden var 2-3 dagar för mig.

Dear Alled1, 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

1. no successful withdrawals before
2. I am KYC approved.
3. with a bonus but followed their policies and rules regarding the bonus.
4. both casino and sports

1. inga lyckade uttag tidigare
2. jag är kyc godkänd
3. med en bonus men följt deras policys och regler kring bonusen.
4. både casino och sport

Hello Alled1,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Alled1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Munya,( munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Alled1,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Mania Casino to join this conversation and assist in addressing the complaint.

Dear Mania Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Alled1

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry I could not be of more help on this occasion.

Best regards,

Munya Shumba