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Hello Casino-Guru, I am facing a problem regarding the withdrawal of my balance on Casino-Z for almost 7 days now and sadly I have to open this complaint because I didn't receive any insight or any help at all and it's getting really unprofessional and frustrating to deal with.

I want also to state that I have attach all the necessary proofs and that I did withdraw again on the past from this casino without any problems at all but this time it's a whole different story.

So I deposited 30 Euros and after some winnings I got to 300. I decided to withdraw them but I got an error that the payment is denied by the operator, so anyways I started playing again and I've reached 3000 this time and decided to withdraw them.

The first failed withdraw was giving me a message that I have to withdraw in the same way I deposited which I did (bank card) and also sent the necessary files for the verification of it despite that I didn't receive any email back on that one.

Anyway, after several unsuccessful attempts to withdraw my balance I got an another error message saying that payment processing error denied by Operator, I've contacted the chat support and a agent told me that there is a problem with the processing the payments and to make again withdraws in smaller portions instead of 3 1000 divided them to smaller ones, which I did again and they all got cancelled.

Now I have a withdrawal of 700 stuck on the withdrawal requests and without any status - it's not even under review or anything and after I contacted the live chat that is not even close to being helpful or willing to help at all, they had me waiting for a solid 1 hour and 12 minutes to get this response, "I am sorry to have kept you waiting for so long. Your request has been transferred to our specialists. Please wait."

Then they told me to be patient and to wait up to 7 days for the final status of my 700 stuck withdrawal.

I told them that I need a resolve on this matter it's going on for several days and that the withdraw it's not even under review or something and the field it's blank and then again I got the same message copy pasted, so now I am with a 2300 balance that I can't withdraw and 700 stuck on without any status on at all.

I am hoping for a resolve on this because this seems too tricky to me. I didn't had any problems to deposit but suddenly when I wanted to withdraw there are a ton of them.

So they told me to send them the verification pictures of my bank card and i sent them (despite tha fact that i had already sent the verification picture of my card on 31Oct and got no answer at all), also the last deposit transaction from my ibanking app on my phone, it's been 2 days since that and i haven't receive any update at all, they cancelled also my 700€ and now i have 3000 on ny balance but i can't withdraw them.

Does Casino-Z care at all to reply because this seems to be on purpose stalling my money to be withdrawn?

I talked with the "support" 2 days before and i was informed that i have to sent my documents for the verification on the security@casino-z.com which i did and i still haven't hear from them. And when i asked how much time does a simple verification of deposit takes i got a reply that there's no technical ability to provide with the exact time frames, and when i asked if they could take a look into my account about the verification they told me that i have to continue the discussion on the email with the security team, i mean usually it takes 24 hours for a verification

(I also have opened a complaint on AskGamblers)

Dear rina123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously, and have you accumulated your winnings with or without an active bonus?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

I understand, rina123. I will set the timer for additional 7 days and if there’s no development by Monday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

So i got reached by a Account manager by Casino-Z named Nika, he explained to me that there's an error on the payment system and that i won't be able to withdraw the winnings to my card, she said that if i have a Skrill account to make a deposit from there then sent them the verification pictures of it so they can verify that i am the owner of the account which i did, they got verified by the security team and i got in touch again and now they want a picture of my bank card which i deposit from so i sent that again, after that she notified me that i will be able to create 3 seperate withdrawals of 1000 euros and successfully withdraw my winnings, i hope everything goes well, i will update as soon as i can, thank you.

Thank you very much, rina123, for the update. I will be waiting for more good news patiently. Please let me know.

So after a long story i got verified on the casino again, this time they told me that after the verification i will be able to make 3 withdrawals worth of 1000 euros and withdraw them from skrill which i did with only the 2000 at first, after that i tried getting the same error Denied by the operator, i managed to withdraw another 590 to small amounts during the day, today i contacted the chat support and they told me they are facing a technical problem and to use an alternative way to withdraw or to try again, this is absolutely rediculous it seems they making it on purpose to waste the money on them because they assure me that i will be able to withdraw on 3 transactions but no another problem popped up, anyway i wouldn't recommend this casino at all, winnings small amounts maybe goes well but when you win a decent amount they keep making it a living hell to withdraw your winnings from my experience, i will update as soon as i finally get over with it.

Thank you Casino-Guru.

Thank you, rina123, for your message. I will be waiting for an update. Hopefully, it will be over soon.

Casino-Guru, you can solve this complaint i've just managed yesterday to withdraw my winnings, thanks for the support and sorry for the troubles!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, rina123, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru