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Dear Casino Guru Team,

I am a player from Poland and I am experiencing issues with withdrawing my winnings from [Casino Name].

I registered on the platform on March 19 and made two deposits of 200 PLN each. I played with real money in the Gates of Olympus 1000 slot, won 1300 PLN, and requested a withdrawal on the same day.

According to the casino’s Terms & Conditions, withdrawals should be processed within 3 business days. However, my withdrawal has not been processed yet. I have repeatedly contacted live chat support to inquire about the status of my request and even offered to complete the KYC process to speed things up. Each time, I am told that my request has been forwarded to the finance team, but nothing happens.

I kindly ask for your assistance in obtaining my rightful winnings. The casino is not adhering to its own terms and is delaying the payout without providing any explanation.

Thank you in advance for your help.

Dear Anastasia1992,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.