The player from Norway had requested a withdrawal less than two weeks prior to submitting her complaint. The payment hadn't been processed at that time. The player's account had been verified and she hadn't used any bonuses or free spins. Despite the casino's terms stating a 3-7 day processing period for withdrawals, the player had waited 15 days in total. After submitting the complaint, the player confirmed that the withdrawal had been successfully processed. The issue had been resolved without the need for further intervention from the Complaints Team.
Casitsu Casino - Player claims that payment has been delayed.
Amount: €620
Casitsu Casino
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5.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
I have already issued several messages I haven’t gotten any reply to by mail.
It is currently the 10th day of pending withdrawal. My account is verified, no bonus play. The only thing I am being told from support, which has been hard to reach, is that a reminder was issued to the finance department yesterday and today. Still nothing has happend.
I find it a bit concerning because of the rules in the terms and conditions which the casino is operating by says 3-7 working days for approval of withdrawals. All I have been told is to wait, and I have patiently been waiting.
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7 months ago
Dear TheresaL,
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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6 months ago
It has been 14 days since I requested the withdrawal to my verified e-wallet. My account is also verified at the casino and I didn’t play with bonus/freespins.
The terms of conditions says 3-7days before withdrawal gets processed. It has been 7days over, and I am posting this complaint in hopes that the problem will get solved
I have tried to reach out but get the same message that the finance department is notified and will get back to me on email, which they have not.
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6 months ago
Correction:
First withdrawal request was made on the 12th of april, but told I had to request a new one by e-wallet, which I did on the 14th. It’s been 15 days in total today.
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6 months ago
Dear TheresaL,
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,
Kristina
Casino.Guru
