Brit Casino - Player's withdrawal is delayed.

waited for 3 weeks for KYC verification but that was resolved and my account was verified. Tried to make a withdrawal for 2400SEK 24 august. Have chatted with the casino for several times and they say thats the delay is because of high workload. Now its been 15 days, never experienced this kind of delay with other casinos and I have played for more that 10 years. It was bonus money but I have made a lot of deposits… I have followed all the rules and wagered the bonus of course. Still no withrawal confirmed.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi! Thanks for the replay. No this is my first withdrawal. Attached you find the email confirmation from KYC-team that my account is verified. Kind regards Tim

Hi again! Hope you find my answers helpful. Was just wondering if you think this will be resolved? What’s your experience in this type of matter? Hope to hear from you soon. Kind regards [Redacted]

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Maria (maria.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Timba000090,

It’s a pleasure to e-meet you. My name is Maria, and I’ll be handling your complaint moving forward.

I understand your concerns, and please be assured that we will do our best to clarify the situation and work towards resolving the matter as soon as possible.

Should there be any updates or additional information you would like to share since your last message, please feel free to let me know.

As a first step, I will try to contact a casino representative outside of this thread, as we do not yet have an established contact for the casino. If there are any new developments on our side, we will make sure to keep you informed.

Thank you for your patience and cooperation.

Best regards,

Maria

Hi Maria! Thanks for your information. Nothing new from my part, same status as before. I hope you can help in this matter, feels good to have made contact with you. Thanks once again, will wait for an update. Best regards Tim

Hi again! Just for information I tried to chat with the britsino-support once again. Attached you find the conversation.. Nothing that indicate that the problem is on the way of being solved, unfortunatly.. Hope you have better luck. Regards Tim

Dear Timba000090,

I contacted the casino again, as they did not respond to my initial message. Their live chat support assured me that they would review my message and provide a response soon. At the moment, I am still awaiting their reply.

In the meantime, if you receive any updates or new information regarding your payment, please let us know.

I hope we will be able to resolve this complaint as quickly as possible.

Hi Maria! Thanks for the response. Okey, hope this will resolve soon. Will keep waiting for an update in this matter. Kind regards Tim

Dear Timba000090,

I would like to let you know that I have received a response from the casino. They would like to look into the issue with your withdrawal. Unfortunately, they were unable to identify your account based on the information provided so far. Additionally, the screenshot of the withdrawal history you previously sent appears to be from a different casino.

Could you please provide us with a screenshot of your withdrawal history from Britsino Casino, along with the email address and/or phone number registered with your Britsino account?

You can send this information directly to me at maria.b@casino.guru.

Thank you very much in advance for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Timba000090,

Based on the information you provided, we are unable to proceed any further, as the complaint you opened concerns a different casino.

Thank you for your understanding.

We’ve reopened this complaint at the request of Timba000090. The complaint was previously closed because the player had assigned it to a different casino. We have since corrected the casino ID in our system, and the complaint is now assigned to the correct casino.

As the player has requested that the case be reopened, we can now proceed with the complaint and give both parties another opportunity to reach a satisfactory resolution.

As a next step, I will try to contact a casino representative outside of this thread, as we do not yet have an established point of contact for the casino. If there are any new developments on our side, we will make sure to keep you informed.

Thank you for your patience and cooperation.

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.

Okey! Thanks for the information!

Dear Timba000090,

I contacted the casino again, as they did not respond to my initial messages. Their live chat support assured me that they would respond once they had reviewed my email. At the moment, I am still awaiting their reply.

In the meantime, if you receive any updates or new information regarding your payment, please let us know.

Thank you for your patience and understanding.

Hi! Thanks for the information and your effort. The chat has told me for 2 months soon that they will help me but no difference in the matter. Hoping for a resolution soon. Kind regards Tim

Dear Timba000090,

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,

Maria

We would like to inform everyone following this case that the player requested to reopen the complaint and subsequently marked it as resolved using the dedicated button.

Dear Timba000090,

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,

Maria