The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player's KYC verification status had remained 'under review' despite submitting the necessary documents, and he had experienced a lack of communication from the casino. After multiple attempts to involve the casino and extended time frames for their response, the Complaints Team noted that the casino operated without a valid license and ultimately marked the complaint as "unresolved." The player was informed that the unresolved status might impact the casino's rating, potentially prompting a response in the future.
ArcticBets Casino - Player’s withdrawal has been delayed.
Unresolved
Our verdict
No reaction
Black points: 263
Amount: $400
ArcticBets Casino
Safety Index:LowCase summary
Discussion
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8 months ago
Translation
I deposited at the casino and received a 750% bonus on my first deposit. After completing the KYC process, I still haven't received a payout. This is $400, which I can successfully withdraw after wagering.
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8 months ago
Dear casihunter1184,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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8 months ago
Dear casihunter1184,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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8 months ago
TranslationStill no payout so far. KYC status is "under review." I'm deeply disappointed that such a casino is allowed to exist. No response via live chat.
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8 months ago
Could you please specify which documents you sent to the casino for the KYC verification?
Has the casino approved any additional levels of your verification procedure, or are you still stuck at Level 1?
When was the last time the casino communicated with you?
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7 months ago
Dear casihunter1184,
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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7 months ago
TranslationNo payout so far, KYC Level 1, had to send my ID, bank statement, and a letter with my address. Live chat doesn't even respond. No communication so far.
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7 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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7 months ago
Hello casihunter1184,
My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear ArcticBets Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Attila G.
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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7 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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7 months ago
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Attila Gorkij
