The player from Colorado had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. Despite receiving partial funds, her verification process remained unresolved, and the casino was unresponsive to her emails. We informed her that we could not proceed with the complaint as the casino operated as a mobile app without an official website, which prevented us from adding it to our database. Consequently, the complaint was rejected.
Acorn Casino - Withdrawal of player's winnings has been delayed.
Amount: $600
Acorn Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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3 months ago
It’s actually Acorn casino but you don’t have that option. The KYC won’t accept my documents, which I have screen shots for you. I have previously been able to withdraw $1300 with no issue.
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3 months ago
Dear Mcmanusmisty,
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
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3 months ago
Will you be able to help me with the verification process since they have denied everything I have submitted?
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3 months ago
I got the money they said they would redeem. They still will not respond to the emails asking for help with my verification, so I ended up losing the $600 I had saved in their"bank" that I would have withdrawn as soon as I won it. But I ended up spending it knowing they were not going to help me.
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3 months ago
Can you please help me to get these people to respond to my email? identification_service@outlook.com
I keep getting told that there mailbox is full.
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3 months ago
Thank you for your reply, ashleyradawn. Unfortunately, this casino is a mobile app. I apologize, but we are not able to proceed with complaints unless the casino has an official website, because we have no option to add a casino like this to our database. I genuinely hope you will be able to find assistance on some other platform.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
