Locowin Casino - 賞金の出金が遅延しています。

I had to verify my identity. I submitted everything and even had to provide some additional information. Then they asked for photos of my credit card, even though the verification process was marked as complete. For the past four days, I've been sending them photos of my credit card every day, and yet every day they still say they need more photos. The live chat is a disaster; you wait 30 minutes every time, and they're unhelpful and unfriendly. Yesterday, I waited on hold for nine hours, and no one answered.

Ich musste mich Verifizieren. Habe alles eingereicht und musste auch was nachreichen. Dann wollten sie Fotos von meiner Kreditkarte obwohl bei Verifizierung stand abgeschlossen. Seit 4 Tagen schicke ich den jeden Tag Fotos von meiner Kreditkarte und trotzdem heisst es jeden Tag sie brauchen noch Fotos von meiner Kreditkarte. Der Live Chat ist eine Katastrophe, man wartet jedesmal 30 Minuten und die Helfen einem nicht und sind unfreundlich. Gestern habe ich 9 Stunden gewartet im Live Chat gewartet und keiner hat geantwortet

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Andi02,

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

I've already sent my credit card details 20 times. Now I'm getting another email asking me to send photos of my credit card. The live chat is useless and just closes the chat. Waiting times range from 1 to 6 hours.

Ich habe meine Kreditkarte schon 20 mal hingeschickt. Jetzt bekomme ich wieder eine Email das ich Fotos von meiner Kreditkarte schicken soll. Der Live Chat hilft nicht und schließ einfach so den Chat. Wartezeiten von 1 bis 6 Stunden

Dear Andi02,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Andi02,

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.

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,
Attila
Casino.Guru