Casitsu Casino - Player's withdrawal is delayed.

Hi I’ve been waiting on a withdrawal for over 8 days which is past there stated pending withdrawl time frame.

I have messaged live chat multiple times to see what’s happening they just keep saying your in the queue and we will process it as fast as we can. The withdrawl still says pending and now they’ve disabled live chat and take some time to reply to emails with the same answer. I have been cooperative with them and very patient. But now I’m starting to get suspicious as I can see there are other complaints made for this same secnario. My account is verified and I did not use any bonuses or anything like that so I’m absolutely shocked at how this process can take this long.

I almost feel like they do this in the hopes that people will just get impatient and cancel their withdrawl and gamble it away. I won’t be doing that and would just appreciate some progress, or alternatively if they are too broke to pay the patrons using their site and cut my loses and play else where.

kind regards

Dear jgirl808,

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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

thanks for your reply, I will do that, fingers crossed for a good result 🙂

The casino has blocked me from live chat, and won’t reply to emails. I’m pretty certain they aren’t going to pay any time soon if at all…

When exactly did the casino block you from live chat? When was the last time you received an email from the casino and what was it about?

hey there

I’ve actually just checked and the withdrawal has now changed to "in progress" will update when I receive the funds.

Thankyou

Thank you. I will be waiting for the updates.

Hi,

1. The player was never blocked from chat or any support services.
2. The cashout request entered our system on the 9th of July.
3. Wire Transfers can take very long to process, depending on the payment processor and the bank. Both parts play a role, here. Payments can go into "Warn" status when the "callback" from the Bank does not arrive. We can only send requests to the payment processor to resolve the issue.
4. Finally, on the 20th of July the payment was successfully passed and the status has since been on "Successful", which indicates a completed transaction.

The player should be able to confirm the payment on their bank account, by now.

Regards,

Casitsu Casino

Yes Thankyou, all is sorted! Although communicator from the casino was very minimal and a lot of back and forth to get traction on the cashout, I’ve withdrawn via bank transfer many times from other casinos and I understand it takes time but never that long. I’m happy to get the cashout, but it was a stressful process thanks for your help

Dear jgirl808,

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