Oro.gg Casino - El jugador cree que el reintegro se ha retrasado.

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Dear padde89,

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 padde89,

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,

Unfortunately, there is no good news. The payment of €200 has not yet been processed.

Although I requested the payout again on April 26, 2026, and the 14-day period has therefore finally expired, Casino Oro.gg continues to refuse any communication.

My personal VIP support on Telegram has completely ignored my messages since April 22nd (they are not even being read anymore).

The live chat on the website is permanently unavailable to me.

I receive no response to my emails.

Since the prescribed waiting period has now ended and the casino is obviously deliberately ignoring me ('ghosting'), I kindly request that you escalate the complaint and contact the casino directly to obtain the payout of my €200.

Thank you so much for your help!

Hallo,

​leider gibt es keine positiven Nachrichten. Die Auszahlung über 200 € wurde bis heute nicht durchgeführt.

​Obwohl ich die Auszahlung am 26.04.2026 erneut beantragt habe und somit die 14-tägige Frist nun endgültig verstrichen ist, verweigert das Casino Oro.gg weiterhin jegliche Kommunikation.

​Mein persönlicher VIP-Support auf Telegram ignoriert meine Nachrichten seit dem 22.04. komplett (sie werden nicht einmal mehr gelesen).

​Der Live-Chat auf der Webseite ist für mich dauerhaft nicht erreichbar.

​Auf E-Mails erhalte ich keinerlei Rückmeldung.

​Da die vorgeschriebene Wartezeit nun vorbei ist und das Casino mich offensichtlich gezielt ignoriert ('Ghosting'), bitte ich Sie nun freundlich darum, die Beschwerde zu eskalieren und das Casino direkt zu kontaktieren, um die Auszahlung meiner 200 € zu erwirken.

​Vielen Dank für Ihre Hilfe!"

Dear padde89, 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

Hello Karla,

Thank you so much for taking on my case. Here are the answers to your questions:

Successful payouts: Yes, I have already successfully received payouts from Oro.gg; most recently, after much back and forth, €400 was released via my bank.

KYC verification: Yes, my account is fully verified (KYC passed).

Bonus: The winnings were achieved without an active bonus.

Games: I played casino games (no sports betting).

Communication: I will send you screenshots of my contact attempts and proof of the lack of response (especially from VIP Telegram support and the unavailable live chat) to your email address. karla.m@casino.guru send.

As mentioned before, I requested the €200 again on April 26, 2026, but since April 22, 2026, the casino has not responded to my requests on any channel.

Additionally, I would like to emphasize that this is not my first complaint against Oro.gg. I have had to intervene through CasinoGuru several times in the past to obtain my rightful payouts.

It is extremely frustrating and unacceptable that, as a player, I have to go through this lengthy process of filing a public complaint every time just to get my money back. I have neither the desire nor the time to constantly wait weeks for withdrawals and then be completely ignored by support. I expect a reputable provider to process withdrawals promptly without this massive external pressure.

Thank you so much for your help!

Hallo Karla,

vielen Dank, dass Sie meinen Fall übernommen haben. Hier sind die Antworten auf Ihre Fragen:

Erfolgreiche Auszahlungen: Ja, ich habe bereits erfolgreich Auszahlungen bei Oro.gg erhalten, zuletzt wurden nach langem Hin und Her 400 € über meine Bank freigegeben.

KYC-Verifizierung: Ja, mein Konto ist vollständig verifiziert (KYC bestanden).

Bonus: Die Gewinne wurden ohne einen aktiven Bonus erzielt.

Spiele: Ich habe Casinospiele gespielt (keine Sportwetten).

Kommunikation: Ich werde Ihnen die Screenshots meiner Kontaktversuche sowie den Nachweis über das Ausbleiben der Antworten (insbesondere vom VIP-Telegram-Support und dem nicht verfügbaren Live-Chat) an Ihre E-Mail-Adresse karla.m@casino.guru senden.

Wie bereits erwähnt, habe ich die 200 € am 26.04.2026 erneut beantragt, aber seit dem 22.04.2026 reagiert das Casino auf absolut keinem Kanal mehr auf meine Anfragen.

Zusätzlich möchte ich betonen, dass dies nicht meine erste Beschwerde gegen Oro.gg ist. Ich musste bereits in der Vergangenheit mehrfach über CasinoGuru intervenieren, um meine rechtmäßigen Auszahlungen zu erhalten.

Es ist extrem frustrierend und inakzeptabel, dass ich als Spieler jedes Mal diesen langwierigen Weg über eine öffentliche Beschwerde gehen muss, nur um mein Geld zu bekommen. Ich habe keine Lust und keine Zeit, andauernd Wochen auf Auszahlungen warten zu müssen und dann auch noch vom Support komplett ignoriert zu werden. Ich erwarte von einem seriösen Anbieter, dass Auszahlungen ohne diesen massiven Druck von außen zeitnah abgewickelt werden.

Vielen Dank für Ihre Hilfe!"

Dear padde89,

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 padde89,

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 Oro.gg Casino to join this conversation and assist in addressing the complaint.

Dear Oro.gg 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.

Dear padde89,

We're happy to hear that your issue has been resolved as you communicated via email. We'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Munya Shumba

Casino.Guru