21.Red Casino - プレイヤーの撤退が遅れています。

I have successfully verified my KYC but am still waiting for my withdrawal

hab kyc erfolgreich verifiziert aber warte vergeblich auf meine Auszahlung

Dear Mophet,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hello

First of all, thank you very much for your service...

Without something like casino guru, playing online would be even more frustrating...

so thanks

I have since been informed that I must first make a deposit in order to then request a withdrawal...!!??

and now I am a bit skeptical

hallo

zunächst mal vielen dank für euren service...

ohne ohne so etwas wie casino guru wäre das online spielen noch frustrierender...

also danke

man hat mich mittlerweile informiert das ich zunächst eine Einzahlung leisten muss um dann eine Auszahlung anzufordern...!!??

und da bin ich jetzt etwas skeptisch

Thank you for your kind words.

Could you please advise if you accumulated your winnings with or without an active bonus?

Have you ever made any deposits into this casino?

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

Dear Mophet,

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.

Hi

I think they were free spins for the ask gambler voting.

've never played there before.

I have now made a 10€ deposit and requested a new withdrawal but nothing has happened yet.

hi

ich glaube es waren free spins für das ask gambler voting.

hab vorher nie dort gespielt.

hab mittlerweile eine 10€ Einzahlung getätigt und eine neue Auszahlung beantragt aber bisher ist noch nichts passiert.

Could you please send me the screenshot or the exact link to the bonus you took?

Has your first withdrawal request been canceled or have you submitted more withdrawal requests?

had received free spins for the nomination of the Ask Gambler rewards.

I have completely implemented the conditions.

then I was asked to make a deposit for verification and I did so.

Now the payment was rejected again because a screenshot of my mobile provider and a selfie with ID were missing...

hatte freispiele für die nomination der Ask Gambler rewards bekommen.

hab die Bedingungen komplett umgesetzt.

dann sollte ich eine Einzahlung zur Verifizierung machen und habe das getan.

jetzt wurde die Auszahlung wieder abgewiesen weil ein screenshot meines Mobilfunkanbieters und ein Selfie mit id fehlten...

Have you submitted the missing documents? Please understand that it is necessary to complete all the verification checks before a withdrawal gets approved.

Dear Mophet,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.