Casitsu Casino - Withdrawal of player's winnings has been delayed.

I’ve been depositing in this casino for over a year and have never made a withdrawal. I made sure I was verified months ago. As soon as I made a withdrawal they told me I wasn’t verified my identification was but my payments and sms needed to be verified. When I do the sms verification it says number saved but reverts back to the previous. As soon as I leave the page. They told me to contact my wireless company which has nothing to do with it. And for the payments I found 5 of the 6 prepaid cards I have used. They won’t answer my emails or get back to me on this. Giving me the run around and ignoring me

Dear patrickvalcourt4,

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

Ok the issue has changed to them not going to pay me because i originally sent in 5 of the 6 prepaid cards that they asked for and only could find a picture of the 6th one with the middle numbers covered. And they said they need the full number. Which all I have is the picture

Thank you very much for your reply, patrickvalcourt4. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I wasn’t really thinking at the beginning about saving our conversations. So all I have is the more recent frustrated ones. I’ll send you those. The pics of the cards there asking for and how my sms says it saved on my account but there saying it isn’t and denying payment for that too. It’s been about 5 days and keep on saying they don’t know what there gonna do yet about it. When they can easily call me and verify it on there end

Ok so this has been a huge run around. I did manage to find all prepaid cards and everything else they asked for and finally got verified last week. But now there has been these games being played them saying I’m cancelling my withdrawal when they are clearly rejecting it. And saying I have to wait at rhe back of the line each time this happens. They refuse to help or give me an answer about how that could be happening just stating it’s me everytime

patrickvalcourt4, how many withdrawals have been declined so far? Have you tried using an alternative withdrawal method?

A cpl times now. Now it’s just staying pending. There live chat is not very helpful with anything I dunno if it’s cause there not told much but they say email the casino which I have done a bunch of times in the last cpl weeks but they don’t seem to reply. My last email I sent to them I’ll post now

Anyway the whole situation is I was supposed to be verified at the beginning upon withdrawal they say I wasn’t due to using prepaid cards. After finding them all and sending them In was finally verified. Make withdrawal casino says fast payments after 4 days withdrawal cancelled. Go to live chat they say it’s not them its me but when it absolutely was not. I ask them if they could talk to the finance dept and let them know they say to email them. I have emailed about 5 emails in 2 weeks with no response. Now my withdrawal is just pending away with no action. The withdrawal is bitcoin I don’t understand why they are doing this

The player has been paid. His withdrawal of funds were being checked by the Fraud department due to the large amount of card payments from different cards that were made. I am sure everyone here is aware of AML procedures.

The player's account was not suspended, the funds were not touched. When card payments are made, we are unaware whether the PM is a pre-paid, debit or credit card. All card payments undergo the same scrutiny for ownership.

The cashout request was made to a crypto wallet, a PM not matching the other depositing methods. This triggers additional checks. Numerous cashout requests prior to this one were recalled by the player. The one that the player did not recall, the one we are speaking about here, was 4 days old today. This is not an unreasonable amount of time considering the PM checks.

Hello everyone,

Thank you both for your replies.

patrickvalcourt4, could you please confirm that you have received your winnings? If you have not received them yet, I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

Dear patrickvalcourt4,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.