Player complained that once he had asked for a withdrawal it was approved and then declined. Casino replied that it was forbidden to have duplicate accounts. Player denied this, the case was apparently passed to a gambling commission authority. No update since then.

The player from British Columbia faced issues withdrawing her winnings from Yukon Gold Casino after redeeming loyalty points and attempting to cash out $300. Following the redemption, customer service informed her that she needed to wager up to $3,000 to withdraw, which she did, reaching a balance of $830.55, causing her confusion over her bonus balance. The Complaints Team clarified that the loyalty points redeemed were treated as bonus funds subject to wagering requirements, which she had to meet to withdraw her winnings. The issue was resolved when the user confirmed she played the bonus funds to zero and withdrew her real money balance.

The player from Canada had been waiting for a withdrawal for less than two weeks. Unfortunately, her payout hadn't been received at that point. After the Complaints Team had advised her to wait for at least 14 days after requesting the withdrawal, she confirmed that she had received her withdrawal. Consequently, we had marked the complaint as 'resolved'.

The player from Ontario has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from the Germany is requesting a full report of collected personal information.The casino responded and stated that the player should have received an email. The player replied that they had not. An alternate email address was provided, and the casino resent the information. The player received this shortly after, and the complant was resolved.

The player from Slovenia had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout hadn't been received yet. After he raised his concern with us, we advised him that withdrawal processes could take some time, often up to 14 days, and might be delayed due to factors such as KYC verification or a high volume of withdrawal requests. We encouraged him to be patient and cooperate fully with the casino. Following our advice, the player reported that his withdrawal was successfully transferred to his Skrill account after successful KYC verification. Therefore, we had marked this complaint as resolved.

The player from Ontario had complained about a delay in the transfer of his winnings from an online casino. The player had requested the withdrawal on 11/10/23 and it had been released on 11/13/23, but he hadn't received the requisite email to select his bank for the E-transfer. He had experienced a similar issue about a year ago, which had taken 30 working days to resolve. The player had expressed dissatisfaction with the casino's customer service and the delay in receiving his winnings. However, the player later confirmed that he had received his funds. Consequently, we had marked the complaint as resolved.

The player from Austria had won €100,000 and initiated a withdrawal of €90,000. The withdrawal was processed and sent to the player's bank account by the casino on 27th February. However, due to an issue on the player's bank's side — where the funds were not properly allocated to the account — the player experienced a delay in receiving the money. The casino provided the player with a proof of payment document to assist the bank in locating the funds. During this period, the player submitted a complaint to the Kahnawake Gaming Commission. The Complaints Team temporarily closed the complaint pending the Commission's investigation and later marked it as 'resolved' after confirming the player had successfully received the funds. The delay was not caused by the casino, which fulfilled its payment obligation within the appropriate timeframe.

The player from New Zealand had experienced issues with withdrawal requests at Zodiac Casino since March 2024. Despite having submitted all necessary verification documents, the player's winnings had not been paid out. The player also questioned two $20,000 transactions that appeared in their withdrawal history, which they claimed were never received. The casino clarified that these were refunds back to the player's account when the withdrawal couldn't be processed. The player's most recent withdrawal of $2,000 was eventually released and received. However, the player expressed intent to pursue legal action to recover a previous $20,000 withdrawal attempt from the previous year. Due to the legal threats, the casino suggested the player refer their case to eCogra, an alternative dispute resolution center. We marked the recent withdrawal issue as resolved, but were unable to assist with the previous issue.

The player from Brazil, who had been a long-time user of the casino, encountered an issue when he attempted to withdraw his winnings of $200. Despite the casino's claim of processing withdrawals within 48 hours, the player had been made to wait for over 72 hours. This had resulted in him closing his account out of frustration. After the complaint was submitted, the player received his withdrawal. Despite the resolution, he had expressed dissatisfaction with the casino's withdrawal processing time, considering it disrespectful and inefficient. The complaint had been marked as resolved by our team.

The player from Austria experienced a delay in the withdrawal of her funds, which had been pending for three days despite previous smaller amounts being processed within two days. Her winnings were accumulated with real money, and her account was verified in 2024. The issue was resolved as she received her payout. The complaint was marked as 'resolved' in the system, and the player was encouraged to reach out for any future issues.

The player from Austria had issues with the casino refusing a payout to her Visa card, which she had previously used for deposits without a problem. Despite her account having been previously verified, the casino suggested alternative payment methods, which she could not access. After much back and forth, the casino eventually paid out via Swift. We marked the issue as resolved after the successful withdrawal via Swift.

The player from Ontario had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue was resolved after the player confirmed receiving their winnings, indicating that the withdrawal had eventually been processed by the casino. The Complaints Team marked the complaint as 'resolved' in their system following this confirmation.

The player from Cyprus is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Ontario, Canada lost full access to her gaming account due to changes in local regulations in her country. As compensation, her gaming account was transferred to another casino belonging to the same group - Luxury Casino, which unfortunately also led to the player losing access to all accumulated achievements in the 777 Super Big BuildUp Deluxe slot game, while located in Ontario. The player inquired about the possibility to transfer the achievements to her new gaming account at Luxury Casino. The casino team decided to follow this unusual request and forwarded it to its software provider. The mission was successful. The player's complaint was closed as 'Resolved'.

The player from Ireland has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Hamburg has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.