Caibo Casino - プレイヤーの出金リクエストが遅れています。

I won $4000 at this casino.

I completed the KYC process as required by the casino and submitted a withdrawal request, but it has been almost a month and my money has not been withdrawn.

I have emailed the casino many times, and they keep telling me the withdrawal will happen soon, but it still hasn't.

Please ask the site to process my withdrawal.

私はこちらのカジノで勝利をし、$4000を手にしました。

カジノサイト側が求めるKYCを完了し、出金申請をしたのですが、1ヶ月近く経っても出金されません。

度々カジノ側にメールを送っているのですが、もうすぐ出金されると言われ続け、未だに出金されません。

出金されるようサイト側に催促お願いします。

Dear zawa0420,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

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

Best regards,

Petronela

> Am I correct in understanding that the withdrawal has not been processed and is still pending in my account?

Yes, I have applied but the payment has not arrived yet.

> Have you ever been told why you can't withdraw your winnings?

The casino site says they have started processing the money, but it never seems to happen.

>Is this an issue within the casino system or just with my account?

There were no system errors or anything like that so I think it's just a problem related to me.

> Were winnings accumulated with or without an active bonus?

I used a bonus, but since I have completed identity verification and have been able to request a withdrawal, there should be no problem.

>引き出しは処理されずにアカウント内でまだ保留中であると理解してよろしいでしょうか?

はい、申請はしていますが、着金していません。

>賞金を引き出せない理由を教えてもらったことがありますか?

カジノサイト側からは処理を開始していると言われていますが、一向に処理されていません。

>これはカジノシステム内部の問題ですか、それともあなたのアカウントだけに関連する問題ですか?

システムのエラーなどはなかったので、私だけに関連する問題だと思います。

>賞金は有効なボーナスの有無にかかわらず蓄積されましたか?

ボーナスを利用しましたが、本人確認を終え、出金申請ができているので問題ないはずです。

Thank you very much, zawa0420, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear zawa0420,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I have contacted the casino's representatives separately to request an explanation and clarification regarding the delay in your withdrawal. I am currently awaiting their response and will update you as soon as I have more information.

Thank you for your patience.

Best Regards,

Kubo

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 zawa0420,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Given that the casino is licensed under the Curaçao Gaming Control Board, which currently does not have a formal procedure for handling complaints, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, the unresolved status of this complaint will negatively impact the casino’s rating, which may prompt them to reconsider their approach. Should the casino decide to provide a response in the future, we will reopen the complaint and notify you by email.

Thank you for your understanding.

Best Regards,

Kubo