I requested a withdrawal at said casino on October 8th . To this day, November 4, I am still waiting for my request to be verified and, in this way, whether or not to approve the withdrawal. In the terms and conditions of the casino, it details that withdrawal requests can take up to 14 working days (not counting Saturdays or Sundays). The time has exceeded and every time I get in touch they tell me that it is a general error, due to the "huge" amount of withdrawal requests they have to process. I have also tried to figure out what date requests are they processing today, but they give me long and avoid the question saying it is a general problem. Of course, all the bonus offers and other promotions come to my email as a category.

Solicité un retiro en dicho casino el día 8 de octubre. A día de hoy, 4 de noviembre, sigo esperando que comprueben mi petición y de esta manera, aprueben o no el retiro. En los términos y condiciones del casino detalla que las solicitudes de retiro pueden demorar hasta 14 días laborables (sin contar sábados ni domingos). El tiempo ha excedido y cada vez que me pongo en contacto me dicen que es un error general, debido a la "enorme" cantidad de solicitudes de retiro que tienen que procesar. También he intentado averiguar las solicitudes de que fecha están procesando a día de hoy, pero me dan largas y evitan la pregunta diciendo que es un problema general. Eso si, todas las ofertas de bonos y otras promociones me llegan de categoría a mi correo.

Dear troncales,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it were your first withdrawal attempt in this casino? Have you received any payment receipt or a reference number for the transaction from the casino?

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, especially if it’s your first withdrawal.

From your comments I understood that the delay is caused by a high volume of withdrawal requests and is the same for all the players. Hopefully, the issue will be solved shortly and you you’ll receive your delayed withdrawal.

Please keep me informed. Thank you in advance.

Best regards,

Petronela

Good afternoon Petronela,

It is my first withdrawal at said casino, and they have not provided me with a withdrawal receipt. The status is still "check pending". I understand that the first step is the approval of the withdrawal request and, subsequently, the arrival of the money to my account. Without the first step, the second can never be processed, so my complaint goes to the first step. As I mentioned, they told me it was due to the high demand for withdrawals. I honestly don't know if this information is true, as I have played in larger casinos where requests were reviewed within 48 or 24 hours. Even if it were, why don't you give me information about the retreats of what date are you reviewing today? So I could have an estimate of when mine can be processed.

a greeting

Buenas tardes Petronela,

Es mi primer retiro en dicho casino, y no me han proporcionado ningún recibo del retiro. El estado sigue en "pendiente de comprobación". Entiendo que el primer paso es la aprobación de la solicitud de retiro y, a posterior, la llegada del dinero a mi cuenta. Sin el primer paso, el segundo nunca podrá ser procesado, por lo que mi queja va dirigida al primer paso. Como comentaba, me dijeron que era debido a la alta demanda de retiradas. Sinceramente no se si esta información es cierta, ya que he jugado en casinos más grandes donde las solicitudes se revisaban en 48 o 24 horas. Aunque así fuera, porque no me dan información sobre los retiros de que fecha están revisando a día de hoy? Así podría tener una estimación de cuando se podrá procesar el mío.

Un saludo

Thank you very much, troncales, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello troncales,

I looked at your complaint and will do my best to help you. I would like to invite Casino Intense into this conversation. Can you please specify what is the problem with player’s withdrawal?

The withdrawal will be in the player account within the next 2 days.

Thanks

Dear troncales,

please let me know when you'll receive your winnings.

The payment was sent yesterday, can you please confirm receipt?

Thanks and apologies for the delay

Good Morning,

The withdrawal if it was accepted yesterday, the income has not yet arrived. I asked how long the arrival time is and they told me it can take up to 3 business days. I am still waiting for the money in my account. Thank you

Buenos días,

El retiro si que se aceptó ayer, el ingreso todavía no ha llegado. Pregunté cuánto es el plazo de llegada y me dijeron que puede demorar hasta 3 días laborables. Sigo esperando el dinero en mi cuenta. Gracias

Good morning,

The transfer has already arrived at my bank. Thanks Casino Guru for the service.

Buenos dias,

Ya ha llegado la transferencia a mi banco. Gracias Casino Gurú por el servicio.

Dear troncales,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam www.kpvfaw.com