Oro.gg Casino - プレイヤーの撤退は解決されないまま延期されています。

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Dear padde89,

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 fully understand the situation.

•  Are you able to access the casino? Can you log in to your account now?
• Have you made any successful withdrawals before?
• What methods did you use to attempt the withdrawal of your winnings?
• Could you please confirm that you have passed the KYC verification?

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

Petra

Thank you for your reply and for providing the previous details, padde89.

• Could you please let us know when you made your last successful withdrawal and how long it took to be processed?
• Did you utilize the same payment method as you did previously?
• If you have previously uploaded a screenshot of your withdrawal history before your account was blocked, would you be able to share it?
• Furthermore, please provide any additional communication you had with the casino. This may include screenshots, emails, or chat records. You can either post them in this thread or send all documents to petra.h@casino.guru.

Thank you again for your cooperation.

Hi Petra, I've just sent you all the documents (bank statements of previous payments, emails and chat logs), as well as my letter, all together by email, since there were too many attachments for the portal. Best regards, Patrick

Hallo Petra, ich habe dir soeben alle Belege (Kontoauszüge der früheren Auszahlungen, E-Mails und Chat-Protokolle), sowie mein Schreiben, gesammelt per E-Mail zugeschickt, da es für das Portal zu viele Anhänge waren. Viele Grüße, Patrick

Dear padde89

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 Michal (michal.k@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,

Petra

Hello padde89,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to see if I can help somehow.

We would like to invite Oro.gg Casino to join the conversation.

Dear Oro.gg Casino,

Could you please provide clarification as to why the funds, which were previously confirmed for disbursement to the player, have not yet been released?

Also, could you inform us when the player can expect the funds to be credited to their account?

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru

The timer for the casino has now expired, and Oro.gg hasn't responded in this thread. I'd like to add the following crucial facts to the case:

1. Official release on Friday (February 6th):

On Friday, I received written confirmation from the casino that the suspension of my account was a mistake, that I am innocent, and that my account has been fully reactivated. I then immediately requested a withdrawal of €2,077.00.

2. Contradictory statements today (February 11th):

Although the review was completed on Friday, support told me completely contradictory things in the chat today in order to further delay the payment:

Employee 'Tom' suddenly claimed 'fraud activities' again (see screenshot).

Employee 'Max' corrected this shortly afterwards and admitted that my profile was 'in perfect order', but put me off again (see screenshot).

It's obvious the casino is lying to buy time while ignoring the deadline on this portal. Since the payout has been marked as 'pending' for 5 days without explanation, I ask you to mark the case as 'unresolved' or contact management directly.

It's important to me that I receive my money this week.

Since the casino confirmed my innocence on Friday and even admitted in today's chat that they were feeling pressure from this portal, there is no reason for further delays. I expect to receive my money this week. Should this not happen, I will consider the mediation attempt definitively failed and will initiate all further legal proceedings through the licensing authority in Anjouan.

Thank you very much!

​der Timer für das Casino ist nun abgelaufen, ohne dass Oro.gg hier im Thread reagiert hat. Ich möchte den Fall um folgende entscheidende Fakten ergänzen:

​1. Offizielle Freigabe am Freitag (06.02.):

Ich habe am Freitag vom Casino schriftlich bestätigt bekommen, dass die Sperrung meines Kontos ein Fehler war, ich unschuldig bin und mein Konto wieder vollständig freigegeben wurde. Daraufhin habe ich sofort die Auszahlung von 2.077,00 € beantragt.

​2. Widersprüchliche Aussagen heute (11.02.):

Obwohl die Prüfung seit Freitag abgeschlossen ist, hat mir der Support heute im Chat völlig widersprüchliche Dinge erzählt, um die Zahlung weiter zu verzögern:

​Mitarbeiter 'Tom' behauptete plötzlich wieder 'Fraud-Aktivitäten' (siehe Screenshot).

​Mitarbeiter 'Max' korrigierte dies kurz darauf und gab zu, dass mein Profil 'in bester Ordnung' sei, vertröstete mich aber erneut (siehe Screenshot).

​Es ist offensichtlich, dass das Casino die Unwahrheit sagt, um Zeit zu gewinnen, während sie die Frist hier im Portal ignorieren. Da die Auszahlung nun seit 5 Tagen unbegründet auf 'ausstehend' steht, bitte ich dich, den Fall nun als 'ungelöst' einzustufen oder das Management direkt zu kontaktieren.

Mir ist wichtig, das ich mein Geld diese Woche noch erhalte.

Da das Casino bereits am Freitag meine Unschuld bestätigt hat und heute im Chat sogar zugab, den Druck durch dieses Portal zu spüren, gibt es keinen Grund für weitere Verzögerungen. Ich erwarte den Erhalt meines Geldes noch in dieser Woche. Sollte dies nicht geschehen, betrachte ich den Vermittlungsversuch als endgültig gescheitert und werde alle weiteren rechtlichen Schritte über die Lizenzbehörde in Anjouan einleiten.

​Vielen Dank!

Dear padde89,

I have been contacted by Oro.gg Casino directly via email. I need a bit more time to review the information and evidence. I aim to provide a more detailed update soon.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Michal,

Thanks for the update. However, I'd like to point out that this case has been ongoing since mid-December. The casino is also constantly using new ticket numbers (currently WVHSV5, previously ZOU4TG), which makes tracing difficult and seems like a deliberate delaying tactic.

Since the review was already completed according to the confirmation from last Friday, any further extension of the deadline is difficult for me to understand. I hope that the information the casino sent you privately does not contradict their own written assurances from Friday.

Thank you so much for your continued support!

Hallo Michal,

​danke für das Update. Ich möchte jedoch darauf hinweisen, dass dieser Fall bereits seit Mitte Dezember läuft. Das Casino verwendet zudem ständig neue Ticketnummern (aktuell WVHSV5, davor ZOU4TG), was die Nachverfolgung erschwert und wie eine bewusste Verzögerungstaktik wirkt.

​Da die Prüfung laut der Bestätigung vom letzten Freitag bereits abgeschlossen war, ist jede weitere Fristverlängerung für mich schwer nachvollziehbar. Ich hoffe, dass die Informationen, die das Casino dir privat gesendet hat, nicht im Widerspruch zu deren eigenen schriftlichen Zusagen vom Freitag stehen.

​Vielen Dank für deine fortlaufende Unterstützung!

Dear padde89,

I hope this message finds you well. I wanted to share that the latest updates from the casino team correlate with the information you have received. As you are aware, your account has been successfully "restored," and the previously voided funds have been recredited to your balance. Your withdrawal request is being processed in the usual manner, and I am confident that the funds will reach you shortly. I will await your confirmation of receipt.

Hi Michal, thank you for the update! I can see in my account that the balance is correct, but the payout status (ID 54812) unfortunately still shows 'Pending' – and has done so since February 6, 2025.

Since the status hasn't changed despite the casino's promise to you, I'm keeping a very close eye on it. I hope they finalize the payment immediately so the money arrives by tomorrow as promised. I'll let you know as soon as the status changes.

Hallo Michal, vielen Dank für das Update! Ich sehe in meinem Account, dass das Guthaben korrekt ist, aber der Status der Auszahlung (ID 54812) steht aktuell leider immer noch unverändert auf 'Ausstehend' – und das bereits seit dem 06.02.2025.

​Da sich der Status trotz der Zusage des Casinos an dich noch nicht bewegt hat, behalte ich das jetzt genauestens im Blick. Ich hoffe, dass sie die Zahlung nun umgehend finalisieren, damit das Geld wie versprochen bis morgen bei mir eintrifft. Ich melde mich sofort, wenn sich der Status ändert."

Hi Michal, great news! The money has just arrived in my bank account as a pending transaction. This case is now successfully closed for me. Thank you so much for your professional help and patience – I probably wouldn't have achieved this without CasinoGuru's support. Best regards!

Hallo Michal, großartige Neuigkeiten! Das Geld ist soeben als vorgemerkte Buchung auf meinem Bankkonto eingegangen. Damit ist der Fall für mich erfolgreich abgeschlossen. Ich danke dir vielmals für deine professionelle Hilfe und Geduld – ohne die Unterstützung von CasinoGuru hätte ich das wohl nicht erreicht. Viele Grüße!"

Great news, padde89!

I am glad that our involvement played an important role in resolving the situation, and you have received your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you might 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,

Michal

Casino Guru