CasiGO Casino - Player’s withdrawals have been cancelled.

Hi there,

I heard a few players recommending Casigo, so I decided to register, take their welcome bonus, and play the slots.

I was very lucky. I struck several bonuses, amounting to about $4,699 CAD. I withdrew the amounts in two withdrawals on March 25, 2022. I spent that Friday evening playing through the wagering requirements, being mindful to not exceed $5 CAD. Not once did I exceed $5 per spin. At the end of the night, I was able to cash out with the sum listed above.

Today, I checked the status of my withdrawals to determine if they had been processed. My withdrawals were no longer present in my account. They were not under "pending withdrawal" or "accepted withdrawals". They just disappeared from my account without warning.

After discovering this, I contacted their customer support and described the issue as I'm describing it to you right now. I provided the transaction IDs for the withdrawal requests I made.

The customer support representative responded to me and said that my withdrawal requests were unsuccessful, but they could not tell me why.

The only thing the representative was able to tell me was this: "Kindly note that upon reviewing the account, we can confirm that the withdrawal requests for 3699.00 CAD and 1000.00 CAD has been unsuccessful.

Although we cannot provide you with an exact reason, this will be sent to the relevant team for further review.

We do ask of you to allow time for feedback in this regard, once there is an update, you be notified via email directly."

I feel this is absolutely unacceptable. I am not provided a reason, or a timeframe, or even a notification that my winnings were taken under review. I followed the terms and conditions of the welcome offer.

After reading other people's experiences with Casigo on this website, I am getting worried.

Dear lokkai,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that your account has been fully verified already? Which payment method you have opted for? Were your winnings put back into your casino account or cancelled completely?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela 

Thank you for the hasty reply!

As an update to my last post; I received an email from Casigo stating that they weren't able to transfer the funds to my Visa, which is what I paid with. They transferred the funds back to my account. I've requested another withdrawal of my winnings, but this time, I've requested the funds be deposited via e-transfer.

Could you please confirm that your account has been fully verified already?

Yes, my account is fully verified.

Which payment method you have opted for?

Visa for deposit and withdrawal. I most recently requested another withdrawal to my bank via e-transfer.

Were your winnings put back into your casino account or cancelled completely?

My winnings were eventually moved back into my account, but they initially held them under review for a few days.

I will keep this case updated with the final outcome.

Thank you very much, lokkai, for the update.

Unfortunately, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessary, that it will be offered for withdrawals too. Banks in some countries refuse to receive players’ funds from gambling establishments. Unfortunately, casinos are powerless in this. 

Please keep me posted about any further developments. Looking forward to hearing some good news from you soon.

Good news!

I received my winnings from Casigo!

Thanks you for your help!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, lokkai, for your cooperation and confirmation, and please don’t 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,

Petronela