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

Dear Casino Guru Team,

I am requesting your assistance in a current case involving an online casino where I have been actively playing for some time.

I have regularly deposited funds into this casino and have also successfully received several withdrawals. As a VIP member at level 3, I was able to withdraw €800 three times, with each withdrawal arriving in my account without any problems the following day.

Recently, however, I won a total of €50,000. Despite my continued active playing, my VIP status was unexpectedly downgraded from level 3 to level 2. Since then, my withdrawals have not been processed. According to the casino, they are "still in the queue," and I am repeatedly asked to be patient.

From my perspective, there's a clear difference in processing since my VIP downgrade. While payouts at level 3 were processed very quickly, they now appear to be delayed. I have the impression that the payout of my winnings is being deliberately held back.

Since I have fulfilled my gambling obligations and there have been no previous problems, I kindly request your assistance in resolving this matter so that I can receive my rightful winnings. Naturally, I will provide you with all necessary information, evidence, and previous correspondence.

Thank you very much for your time and your help.

Best regards

saffyr

Sehr geehrtes Casino Guru Team,

ich bitte Sie um Ihre Unterstützung in einem aktuellen Fall mit einem Online-Casino, bei dem ich seit längerer Zeit aktiv spiele.

Ich habe in diesem Casino regelmäßig eingezahlt und auch bereits mehrfach erfolgreich Auszahlungen erhalten. Als VIP-Mitglied auf Stufe 3 konnte ich insgesamt dreimal jeweils 800 € auszahlen, wobei die Auszahlungen jeweils am nächsten Tag problemlos auf meinem Konto waren.

Vor Kurzem habe ich jedoch einen Gewinn von insgesamt 50.000 € erzielt. Trotz meiner weiterhin sehr aktiven Spielweise wurde mein VIP-Status unerwartet von Stufe 3 auf Stufe 2 herabgestuft. Seitdem werden meine Auszahlungen nicht mehr bearbeitet. Laut Casino befinden sich diese „noch in der Warteschlange" und ich werde immer wieder gebeten, mich zu gedulden.

Aus meiner Sicht besteht hier ein deutlicher Unterschied in der Bearbeitung seit der VIP-Rückstufung. Während Auszahlungen auf Stufe 3 sehr schnell durchgeführt wurden, werden sie nun offenbar verzögert. Ich habe den Eindruck, dass die Auszahlung meines Gewinns bewusst hinausgezögert wird.

Da ich meinen Spielverpflichtungen nachgekommen bin und es zuvor keine Probleme gab, bitte ich Sie herzlich um Unterstützung bei der Klärung dieses Falls, damit ich meinen rechtmäßigen Gewinn auszahlen lassen kann. Selbstverständlich stelle ich Ihnen alle benötigten Informationen, Nachweise und den bisherigen Schriftverkehr zur Verfügung.

Vielen Dank für Ihre Zeit und Ihre Hilfe.

Mit freundlichen Grüßen

saffyr

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Dear saffyr,

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

Hello Atilla,

According to the system, I don't currently need to verify my identity. (see attachment)

Everything has actually worked well so far, which is why I'm a little unsure now, as I really enjoy playing there.

I will keep you updated; if the payments arrive, I will confirm the case as resolved in advance.

Best regards

Saffyr

Hallo Atilla,

laut System muss ich mich derzeit nicht verifizieren. (siehe Anhang)

Es hat auch alles bis jetzt eigentlich gut funktioniert, weshalb ich jetzt ein bisschen verunsichert bin, da ich sehr gerne dort spiele.

Ich halte Sie auf dem laufenden, falls die Auszahlungen eintreffen werde ich den Fall als gelöst vorab bestätigen.

Liebe Grüße

Saffyr

Dear saffyr,

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 saffyr,

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

We’ve reopened this complaint at the request of saffyr. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear saffyr,

I would like to kindly remind you to remain patient during this process and to avoid gambling with any available funds in your account - if the balance is lost through gameplay, we may no longer be able to assist you.

Could you please update us on the current status of your withdrawals?

Thank you in advance for your reply.

Best regards,

Attila

Hello, I received two payouts of €500 each from a balance of €11,000. One was the day before yesterday and the other today. More payouts are still pending.

I'll keep them updated.

This time I will remain consistent and not continue playing.

best regards

Hallo, ich habe von 11.000€ zwei Auszahlungen mit jeweils 500€ erhalten. Vorgestern und heute. Auszahlungen sind weiterhin bereits ausstehend.

Ich halte sie auf dem laufenden.

diesmal bleibe ich konsequent und spiele nicht weiter.

beste Grüße

Dear saffyr, thank you for your response. Could you please confirm how much do you currently still wish to withdraw? Additionally, could you please attach a screenshot of your pending withdrawals?

Thank you for your patience and cooperation.

Dear saffyr,

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