The player from Germany faced issues with a pending withdrawal after depositing using a bonus code. He could not access any games or communicate with support through chat or email for assistance. The Complaints Team acknowledged that the delay might have been due to KYC verification and advised patience, suggesting that he wait at least 14 days after the withdrawal request. However, due to a lack of response from him, the complaint was closed, but he retained the option to reopen it in the future.
ArcticBets Casino - Player's withdrawal is delayed and account access is restricted.
Closed
Our verdict
Player stopped responding
Amount: €500
ArcticBets Casino
Safety Index 4.0 LowCase summary
Discussion
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10 months ago
Last Sunday i deposit with bonus code. I wager the bonus and did a withdraw. Since then i cant play any game, i cant write with the Support in chat. E mail they not answer. The withdraw is still Pending and i dont know nothing. Maybe you can help me again.
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10 months ago
Hello,
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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
- If there are any issues with your payout or account, please let us know as soon as possible.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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10 months ago
Dear Bossu2787,
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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10 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
