The player from the United Kingdom had a pending withdrawal that exceeded the promised 24-hour time frame and did not receive any explanation. She was unable to speak to management and was told to wait for resolution. The Complaints Team explained that withdrawal delays could occur due to pending KYC verification or high withdrawal volumes and advised patience and cooperation with the casino. The player was informed to wait at least 14 days before escalating the complaint if the issue persisted. The complaint was later marked as resolved after the player confirmed the issue had been addressed.
Britsino Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: £1,700
Britsino Casino
Safety Index:Below averageCase summary
Discussion
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yesterday
Have had pending withdrawal for over 4 days now no explanation ehay has took over the 24 hrs time scale asked to complain says it’s impossible to speak to management and told have to wait
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3 hours ago
Important notice:
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If anything seems suspicious, contact us directly.
Stay safe.
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3 hours ago
Dear Pammyd1,
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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of 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
Petra
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3 hours ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Pammyd1,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petra
