Lord Ping Casino - 選手の退会が遅れました。

I sent my documents, they were approved, but my withdrawal has not yet been released and they do not reply to my email, the chat is a robot that does not help at all! I sent an email to support and so far I have not received a response, I have been trying to contact them for days and have not received a response.

Enviei meus documentos foram aprovados, porém ainda não foi liberado meu saque e não me respondem no email, o chat é um robô que não ajuda em nada! Enviei email para o suporte e até agora não obtive retorno, já faz dias que tento entrar em Contato e não tenho retorno.

Dear leandrog532,

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 the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

Could you advise on when exactly you submitted your withdrawal request?

Thank you in advance for your patience and understanding.

Best regards,

Tomas

The problem is not withdrawal, I sent my documents to be able to open the withdrawal option, they have already been approved, but when I go to request they keep asking for my documents, making it impossible for me to withdraw! This Casino is not supported, I have already sent several emails about this and I have not received any emails!

O problema não é retirada, eu enviei meus documentos para poder abrir a opção de saque, já foram aprovados, porém quando vou solicitar eles continuam pedindo meus documentos, impossibilitando meu saque! Esse Casino não têm suporte, eu já enviei vários emails sobre isso e não recebir nenhum e-mail!

Dear leandrog532,

Please understand the casino can ask for additional verification documents.

Could you list all the documents you provided already and which documents the casino is asking for right now?

Please forward any relevant communication between you and the casino to tomas@casino.guru

I provide identity and address! And yet it keeps asking for the same document!

Eu fornecir indentidade e endereço! E ainda sim continua solicitando o mesmo documento!

leandrog532,

According to the website's FAQ, the documents required for verification include a copy of the front of your credit card if you used a card to deposit or your account number/email address attached to the account if you used an e-wallet to deposit.

Were these documents requested from you? Did you see the option to submit these documents for verification? Which deposit method did you use?

I used pix! However, the documents sent and approved are still on the request list! If you have their contact, send it to me! Because it's been more than 10 days that I've been trying to contact lordping. And I get no contact! I don't know how he has this rating here at Casino guru, if there is no support!

Eu utilizei pix! Porém os documentos enviados e aprovados ainda constam a lista de solicitação! Se você tiver o contato deles me envie! Pois já faz mais de 10 dias que tento contato com o lordping. E não recebo nenhum contato! Não sei como ele tem essa classificação aqui no Casino guru, se nem suporte existe!

Thank you very much, leandrog532, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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. 

OK. Thanks! Will he talk to me? Do I need to send him an email?

Ok. Obrigado! Ele vai falar comigo? Preciso enviar um e-mail para ele?

Hello leandrog532

I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Lord Ping Casino to join the conversation.

Dear Lord Ping Casino,

Can you please provide some information regarding the player's ongoing verification? Are there any other documents needed to finish the verification process to move on with the withdrawal process?

was solved! they paid me! thank you very much Guru for the help!

foi resolvido! me pagaram! muito obrigado Guru pela ajuda!

Great news. leandrog532. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal