HomeComplaintsCasinoCasino - Withdrawal of player's winnings has been delayed.

CasinoCasino - Withdrawal of player's winnings has been delayed.

Amount: Can$12,000

CasinoCasino
Safety Index:Very low
Submitted: 08 Jan 2024 | Case closed : 06 Feb 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 months ago

The player from Ontario had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player had faced issues with the casino's verification process and was dissatisfied with the casino's communication. We had advised the player to be patient and cooperate with the casino. The player later reported receiving the transaction report from the casino but did not confirm whether the withdrawal issue had been resolved. Despite our attempts to follow up, the player did not respond, and we had to close the complaint.

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3 months ago

I have played many on line casinos. I deposited $30.00 January 1st and won $12,000.00 (aprox) I stopped playing the rest of the day to go to work. When I returned to the Casino it showed $1,700.00 (aprox).

I have asked for the transactions to review the account and they have denied almost all of my documents. I can see them on my end, but they deny them.

I want to review the transactions to see where the money went.

Can you help me.


Patricia R***

Edited by a Casino Guru admin
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3 months ago

Dear kell410,

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

I have submitted all forms and they keep saying they are not good enough. I want to check my transactions and the Casino said in order to release the information they need approval from the GDPH. I just need help in the transactions to be released to me.


Thank you,

Patricia R***

Edited by a Casino Guru admin
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3 months ago

I have been verified. I have found many issues with the transitions that they have been given to me. They are not addressing my issues. I have contracted them ans.d have no answer,

Thank you,

Patricia R***

Edited by a Casino Guru admin
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3 months ago

Dear kell410,

Have you received your withdrawal from the casino yet?

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3 months ago

No, still being reviewed.

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3 months ago

Thank you for your reply, kell410. Could you please clarify why you submitted this complaint as delayed payment? From what I understand your main issue is that the casino didn't provide the transaction report. Is that correct?


Additionally, please post the casino's website link here in this thread.

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3 months ago

They have given me the transition report now. I have to ho through it. They have not been helpful at all. I will het it done

Patricia R***

Edited by a Casino Guru admin
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3 months ago

Alright, so since you received the report, can we now consider this case resolved?

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3 months ago

Dear kell410,

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.

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2 months ago

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.

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