Goated Casino - プレイヤーの出金が遅れている。

withdraw still pending about 24 hours now.

They said it will be okay, will be done. but i don't believe.

will continue update here.

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

Thank you, Dominika. We’ve already reached out to the player and clearly explained that their withdrawal is currently undergoing routine checks - this is completely normal and, in some cases, can take up to 24–48 hours.

We’ll continue to keep the player updated as soon as there are any developments and hope to have their withdrawal with them shortly.

Regards,

Goated.com

24 hours they said never mentioned 49 hours. lier, also. it's already been 24 hours. also done KYC. they ask me to have a phone call Lol i said now no answer

I don't know how many days so far, they said like that. and no phone call so far, they said 2PM my time zone, they break the appointment. i am sure this will take more time unless Guru start working.



now they said, they are waiting answer from provider XD heheheheheh what the

lier lier lierrrrrrrr

Hello Dominika,

Just a quick update regarding this matter. We have informed the player that our provider, Evolution, flagged their betting activity and is currently conducting a review. As a result, they have advised us to hold the funds until the review is complete.

In line with our policy, we have requested KYC and require additional verification via video call to confirm the player’s details - this is a standard procedure in such cases.

We continue to communicate actively with the player while Evolution carries out their review. Please note that this process is beyond our control, and we are unable to provide a specific timeframe for its completion.

Regards,

Goated.com

Do kyc, check with Evo, whatever, that's not the problems, now.

The things i am not satisfied are that you guys break the appointment for the video call.

We made appoint ment at 7th Augsut 2PM UTC+5, and you didn't send me the link.

If you want, i can share the screen our chat.

and you guys keep told me 24 hours. now it's been 3 days.

These are why i am complaining. okay? got it?

4 days

Hello Dominika,

We have now received the all-clear from Evolution, and the restrictions will be lifted within the next few minutes.

The player’s funds have been approved, and we can confirm this matter is now settled and the case is considered closed.

Regards,

Goated.com

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Goated Casino, thank you for your cooperation.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika