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Casino is delaying my withdrawal indefinitely – Nearly one month of "review"

I deposited $2,000 and played normally, following all the rules. After making some profit, I requested a withdrawal of $500, which was processed after 4-5 days. However, when I requested another withdrawal of $500, the casino stopped paying me.

My second withdrawal has been "under review" for almost a month with no progress.

I have contacted customer support 5 or 6 times, and they always give me the same response: "Your withdrawal is under review."

No further explanation has been provided, and they refuse to give me a clear answer on when my funds will be paid.

It is unacceptable that a casino takes nearly a month to process a standard withdrawal, especially after already approving and paying my first one. This is a clear attempt to delay or possibly avoid payment.

I request that Casino Guru assists me in getting my withdrawal processed immediately.

Thank you for your help.

Dear apuestainteligente99,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Good morning,

Could you please let me know if your account has been fully verified?

Yes, it is fully verified as can be seen in the attached screenshot.

Have you been informed why you can't withdraw your winnings? Is it an internal issue with the casino system or just related to your account?

They say there are delays in payments, nothing more.

What games did you play to build up your current casino balance? (slots, live games, sports betting)

Sports betting and live roulette.

Did you achieve your current balance with the help of a bonus?

No, I didn't use any vouchers.

I attach the screenshots of the communications with them.

Buenos días,

¿Podría informarme si su cuenta ha sido completamente verificada?

Si, está totalmente verificada tal y como se puede apreciar en la captura de pantalla que adjunto.

¿Te han informado por qué no puedes retirar tus ganancias? ¿Es un problema interno del sistema del casino o solo está relacionado con tu cuenta?

Dicen que hay retraso en los pagos, nada mas.

¿A qué juegos jugaste para acumular tu saldo actual en el casino? (tragamonedas, juegos en vivo, apuestas deportivas)

Apuestas deportivas y ruleta en vivo.

¿Lograste tu saldo actual con la ayuda de un bono?

No, no usé ningún bono.

Adjunto las capturas de las comunicaciones con ellos.

Thank you very much, apuestainteligente99, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Black Magic Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello there,

Thank you apuestainteligente99 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Black Magic Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!