Buusti Casino - Player's withdrawal request has been delayed.

I requested a withdrawal of 500€. After this, everything got stuck, the withdrawal is pending, and customer service is not responding to emails.

Dear Vmpgambler,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue with Buusti Casino. Please allow me to ask you a few questions to make sure I understand the situation completely.

Have you made any successful withdrawals in this casino before?

Have you accumulated your winnings with or without an active bonus?

Could you please specify when exactly you submitted your withdrawal request?

When was the last time you communicated with customer support and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hey !

I have never played at that Casino before. I just started playing and the first time I played I got this win, which I'm trying to take home. I was playing at the Casino when I read from you that the Security Rating was high.

So no, I have never made a successful withdrawal from that Casino.

I redeemed the welcome bonus. The terms of the bonus included a 35x wagering requirement, which I fulfilled. There were no other withdrawal-related conditions in the bonus I redeemed, I redeemed the bonus through the Finnish casino recommendation site, so it was a "better bonus" than the normal one on their website.

I made a withdrawal request yesterday at 10 p.m. In the morning at 6 a.m. I noticed that the withdrawal request had not been completed and therefore I tried to contact the casino. I don't get an answer to my email and the live chat is closed to me. When I use the invented name and email in the live chat, it opens normally, but with my own information, it only says that I have sent an "Offline message", which means the casino avoids talking to me. So, after the withdrawal request, I haven't received any contact with the casino, even though I have sent them three "offline messages" and at least three e-mails via chat.

The identification has been completed completely. On the KYC page, both address and personal information are shown as confirmed.

Being a stupid person, I also made another deposit today and played it so that I won €60, but this withdrawal request didn't go through either, so I played that money back to the casino in my rage.

I have also tried to withdraw the €500 in question as a smaller amount. I closed the withdrawal request and reopened it as withdrawals of €100, €150 and €250, these didn't progress either, so I closed these withdrawals. After that, I gave them a €400 withdrawal and played back €100 as a "confirmation" that I have completed the wagering requirement they demanded, even though it shows completed and ready in my own profile.

So now the Casino has a €400 withdrawal request left and many, many messages to which I have not received any response. In the messages, I have insisted on taking care of the repatriation and in previous messages, before getting angry with them, I just tried to nicely ask if there was a problem with the repatriation. No reply.

Yesterday, I was answered immediately in the chat and within 30 minutes of the email check, when the problem was related to opening the account, but now that the problem is related to the withdrawal, I can't get any kind of contact with them.

I am 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 the 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, please, let me know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding. 

Dear Vmpgambler,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Vmpgambler. This is the email we received from him:

Sorry, I haven't noticed your messages.

The problem was solved, about a week after it started and after several withdrawal requests.

I don't play at the Casino anymore, it takes more than a week to withdraw and the full amount still doesn't arrive, but I got the money that belonged to me out.

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru