AvoCasino - プレイヤーの撤退が遅れています。

Hi,

I deposited and claimed a bonus at avocasino a while ago.

I got lucky and won,

I verified my account and requested my withdrawal almost 1 and a half month ago.

Everytime i contact their support they just give me the same message.

We have forward your case to releveant department sorry for the delay.

But nothing happens.

Can you please help me with this case

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Hello,

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 I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please list which documents you submitted in order to pass account verification in the casino?
• Have you accumulated your winnings with the help of a bonus?
• Which payment method have you opted for when depositing and withdrawing your winnings?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi,

Yes i have had 1 successful withdrawal prior to this one.

I have sent them my passport, a selfie along with my passport, my bank statement for POA and also a screenshot of my Usdt Bep20 address which i used for my deposit at their casino.

I sent them these documents 25th of december last year.

I used Crypto for my deposit.

I will forward the email conversations to given email.

Thank you

Dear jimtran1983,

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, Romi (romana.r@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,

Tomas

Dear user,

I'm Romi, 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 would like to invite AvoCasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear AvoCasino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hi,

I received my first payment after months of waiting.

Now there is at least three withdrawals left to receive.

Dear user,

Thank you for your update.

We will leave the complaint open until you receive the full amount.

Please let us know whenever you have the money in your account and inform us also if the amount is right here.

Thank you.

Respectfully,

Romi

Thank you,

I will keep you updated!

Dear jimtran1983,

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.

Dear Casinoguru team,

we would like to mention that since last successful procession of withdrawal request on March 6th client did not create new requests til current date.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Romi

Casino.Guru

We have reopened this case as per the players' request.

Dear user,

Please read the last message from the casino representative and inform us about the situation.

Respectfully,

Romi

I requested another withdrawal and have not received it yet.

First withdrawal took months to arrive and it is not acceptable at all.

Hello jimtran1983, hello Casinoguru team!

We are currently processing client's withdrawal - we will update you once it processed.

Thanks!

Hello dear Casinoguru team,

Thank you for your patience! We escalated the issue to relevant departments and expect the process to be finalized soon. We apologies for the delay.

Why can i only make withdrawals of 500nok now?

it will take me more than 10 weeks to just pay out my last withdrawal.

jimtran1983, thank you for noticing, that has been fixed. Please recreate your withdrawal now.

no it is not

Dear jimtran1983, Dear CasinoGuru team,

Please mention that all user's withdrawals were successfully processed.

Yes i finally received my money after months of waiting

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru