Gomblingo Casino - プレイヤーの出金遅延が長期化します。

Good Day,

More than two weeks ago, on 18/10/2023, I requested a withdrawal from Gomblingo.

Since then, I have neither received information about the status of my withdrawal nor a request to provide documents (KYC). Since I have already made withdrawals at this casino and my account has been verified, this should not be a problem.

When I inquire in the chat, I only get standard responses ("... Your withdrawal is still being reviewed and will be processed as soon as possible... Blablabla").

Such a long processing time without any apparent reason is unacceptable.

Please, I need support with this issue.

Best Regards,

Simon

Guten Tag,

Vor mehr als zwei Wochen, am 18.10.2023, habe ich bei Gomblingo eine Auszahlung beantragt.

Seither habe ich weder Infos zum Status meiner Auszahlung noch eine Aufforderung zur Bereitstellung von Dokumenten (KYC) erhalten. Da ich bei diesem Casino bereits Auszahlungen getätigt habe und mein Konto bereits verifiziert wurde, sollte das nicht das Problem sein.

Auf Anfrage im Chat erhalte ich nur Standardantworten ("... Ihre Auszahlung wird noch überprüft und wird so schnell wie möglich bearbeitet... Blablabla").

Solch eine lange Bearbeitungsdauer ohne ersichtlichen Grund ist inakzeptabel.

Bitte um Unterstützung bei diesem Fall.

Beste Grüße

Simon

Dear ShakhtarD, 

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 understand the whole situation completely.

Have you accumulated your winnings with or without an active bonus?

Could you please specify what kinds of games did you play?

Do I understand correctly that you already sent your identity documents for verification in the past and your account is verified?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hello Veronika, the winnings were accumulated without a bonus.

I have played both slots and sports betting, but mainly live casino.

Yes - my account is already verified and I was able to successfully make a withdrawal a few weeks ago.

Hallo Veronika, die Gewinne wurden ohne Bonus angesammelt.

Ich habe sowohl Slots und Sportwetten, aber hauptsächlich Live Casino gespielt.

Ja - mein Konto ist bereits verifiziert und ich konnte vor einigen Wochen eine Auszahlung erfolgreich tätigen.

Thank you very much, ShakhtarD, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you ShakhtarD for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Gomblingo Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear ShakhtarD and Peter,

Thank you for reaching us.

We can confirm that the withdrawal has been processed a few days ago and funds should already be in the Player`s possession.

Kind Regards,

Gomblingo

Thank you very much for the update Gomblingo Casino.

Dear ShakhtarD, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I received the money. The complaint can be closed despite the casino's unacceptable processing time.

Ich habe das Geld erhalten. Die Beschwerde kann trotz der inakzeptablen Bearbeitungsdauer des Casinos geschlossen werden.

Dear ShakhtarD,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter