Pepcasino - プレイヤーの撤退が遅れています。

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Pepcasino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that you have one active (pending) withdrawal request at the moment, dated 03.08.25?
• Has the casino informed you why all the previous withdrawal requests were cancelled?
• Have you made any successful withdrawals before?  
• Have you tried any alternative payment methods to request withdrawals?
• Have you accumulated your winnings with or without an active bonus?
• 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, 

Natalia

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hi Natalia,

* Since June 23rd, my withdrawal requests have been repeatedly canceled every night due to a so-called 'financial report time.' I am instructed to submit a new request after 00:15, which has created a frustrating and never-ending loop.

* I have been a member of the site for 4 years and have made 240 withdrawal requests in the past. My most recent withdrawal was on June 8th.

* I have tried all available payment methods.

* I have not used any bonuses.

* I have successfully completed the KYC verification, and all my personal information is already stored in the website's database.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

I just wanted to check if you’ve had a chance to get in touch with the site operators, and whether you’ve been able to access the original license information?

Thank you very much for your emails. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear sonerduzer62,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Pepcasino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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.

Dear sonerduzer62,

I have repeatedly tried to contact Pepcasino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo