CasinoJoy - Player’s winnings haven’t been received yet.

made request for withdrawal on 6th June it got approved 8th June never showed up in my bank account. Usually this is next day when it hits my bank. I asked for the SRN and they have me a FEDEX tracking number. They said wait 5 working days which I have now they are ignoring my complaint even though it’s says the payout was complete. Christi my account manager keeps saying it should be with you today but never happens. They are now not acknowledging my complaint

Dear Tilly701,

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.

I’ve had all the KYC done months ago. As I said the funds usually hit my bank account the same or next day but not this time been waiting 9 days now so I suspect there is a serious problem. I got an email to say the withdrawal had been completed successfully. Funds did not arrive and it has now been more than 5 working days. They are now ignoring my emails and messages

Dear Tilly701,

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.

Dear Tilly701,

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.

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,
Dominika
Casino.Guru