Winrolla Casino - El retiro del jugador se retrasa.

My withdrawal of 500 euros simply isn't being processed.

According to the casino, I don't currently need to verify my identity.

Meine Auszahlung von 500 Euro wird einfach nicht ausgeführt.

Verifizieren muss ich mich nach Angaben Casino momentan nicht.

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 PascalH,

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 that I can fully understand the situation.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• What types of games did you play to accumulate these winnings?
• When was the last time the casino communicated with you regarding the delay in processing your payment?

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

Best regards,

Veronika

Hello

• No, no withdrawals have been made yet.
• without bonuses
• Casino and sports betting
• I haven't been contacted yet.

Hallo

• Nein noch keine Auszahlungen durchgeführt
• ohne Boni
• Casino und Sportwetten
• Ich wurde noch nicht kontaktiert

Hello PascalH,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience and for your response.

Have you contacted the casino’s customer support to ask why your payment is delayed? If so, please forward me the screenshots, emails, or chat transcripts of your communication at veronika.f@casino.guru.

The correspondence with the casino may help clarify whether the delay is due to a high volume of withdrawal requests or possibly an investigation related to your gameplay.

In the meantime, I had to upload my documents for verification. This has now taken over a week.

I have not received an answer to my inquiry as to why this is taking so long.

Ich musste in der Zwischenzeit meine Dokumente zur Verifikation hochladen. Dies dauert nun auch schon über eine Woche.

Eine Antwort auf meine Anfrage wieso dies so lange dauert habe ich keine erhalten.

Thank you for letting me know.

Which documents have you submitted to the casino for the KYC verification?

Have any of your documents been approved in the meantime?

Which of your documents are still pending verification?

Please forward me the most recent conversation between you and the casino customer support regarding the verification of your account and the delay in processing your payment at veronika.f@casino.guru. I appreciate your cooperation.

Submitted:

• identity
• Proof of address
• Proof of payment

Only the identity was confirmed.

I sent you the letter from the casino via email.

Vorgelegt:

• Identität
• Adressnachweis
• Zahlungsnachweis

bestätigt wurde nur die Identität.

Das Schreiben vom Casino habe ich dir per email gesendet.

Thank you for your email. Has the casino approved any additional documents in the meantime?

When was the last time the casino customer support communicated with you?