Cetusgames Casino - 決済が遅延しているとのクレームがあります。

I have deposited money at this casino several times via jeton. I just lost the first few times. But then I played my way up to a total of €2,145 that I wanted to cash out. My account was verified, ID card and chip accepted immediately, but no one even tried to verify the address. To this day it has not been viewed. I emailed a bank statement multiple times and never got a response. After I was emailed that my withdrawal would be processed the following day, I never heard back from the casino. Then yesterday my payment was canceled without giving a reason. Now even the withdraw button in the account has been removed, so I can't make a new payment. The provider seems to act unfairly as no emails are answered. I can't report in the chat because I'm blocked for it.

Mehrfach habe ich bei diesem Casino Geld via jeton eingezahlt. Die ersten Male habe ich nur verloren. Dann jedoch habe ich mich auf insgesamt 2.145 € hochgespielt, die ich auszahlen wollte. Mein Account wurde verifiziert, ID Card und Jeton sofort akzeptiert, die Adresse jedoch hat man gar nicht erst versucht zu verifizieren. Sie ist bis heute nicht angesehen worden. Einen Bankauszug habe ich per E-Mail mehrfach gesendet und nie eine Rückmeldung erhalten. Nachdem mir per E-Mail mitgeteilt wurde, dass meine Auszahlung am Folgetag durchgeführt wird, habe ich nie wieder etwas vom Casino gehört. Gestern dann hat man meine Auszahlung ohne Angabe eines Grundes storniert. Nun ist sogar der withdraw button im Account entfernt worden, so dass ich keine neue Auszahlung tätigen kann. Der Anbieter scheint unfair zu handeln, da keinerlei E-Mails beantwortet werden. Im Chat kann ich mich nicht melden, da ich hierfür geblockt werde.

Hello,

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

The Player has requested to have all his Casino.Guru accounts closed. As per his request, it has been done, and therefore, we are unable to continue resolving this, or any further cases.

We’ve rejected this complaint as per the player’s explicit request.