Revolution Casino - Вывод выигрыша игрока задерживается.

The problem arose with the payment, 9 days have passed, I write to them through customer support and after 1 minute the money returned to my casino account and then I get a notification from the casino itself that the transfer was canceled by mistake, so I wrote to them again and they told me to try a transfer through the bank and they always wrote that everything is fine with the transfer

Problem je nastao oko isplate 9 dana je proslo ja njima pisem preko korisnicke podrske i nakon 1 minut pare mi se vratile na nalog casina a potom dobijam obavestenje od samog kazina kako je traslakcija otkaza greskom pa sa im opet pisao a oni su rekli da probam transfer preko banke a pri tome uvek su pisali sve je uredu sa translakcijom

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Luka123,

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

Dear Luka123,

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.

Nothing concrete has happened, it's just that now I can't cancel the transfer, there's no money anywhere, it's just in the process, but I can't see how far it's gotten.

Nije se nista konkretno desilo samo sada i da ocu da otkazem translakciju ne mogu ne postoje te pare nigde sem da je u procesu ali ne mogu da vidim dokle stiglo

Thank you for the update. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

Dear Luka123,

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,
Jean
Casino.Guru