The player from New Zealand had requested a withdrawal two weeks ago, with one withdrawal processed successfully but a subsequent bank card withdrawal not being completed. After being advised to switch to Skrill for the second withdrawal, she encountered further delays and remained frustrated as none of the withdrawal options were working at that time. The Complaints Team had explained that withdrawal methods depended on various factors beyond the casino's control, such as licensing and bank restrictions, and that some payment options might be unavailable for withdrawals despite being available for deposits. The player was asked if cryptocurrency withdrawals were possible as an alternative. The complaint was marked as resolved after the player confirmed the issue had been addressed.
CasinoVibes - Player's withdrawals are delayed.
Case closed
Amount: NZ$5,700
CasinoVibes
Safety Index 8.6 HighCase summary
I made 2 x withdrawals on 14/05/26 the withdrawal through got processed but the withdrawal to my bank card didn’t so I made a complaint they got back to me said there’s a problem with that withdrawal method and told me to cancel it and withdraw through Skrill so I done that in the 23/05/26 and that was still taking time to process so I made a complaint on 28/05/26 and same thing with their reply, doesn’t seem right that if I had successfully withdrawn previously through Skrill and this time none of the options are working for withdrawal
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Dear Mwyatt25,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
It's important to understand that the casino doesn't have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn't necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Has the casino customer support specified when the issue with bank transfer or with Skrill should be resolved?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Hi,
No, the only withdrawal methods are to visa debit card, crypto wallet or Skrill, they just said they will email me when the payment method issue has been fixed which they haven’t yet.
Thank you for your response.
Would it be possible for you to withdraw your winnings using cryptocurrency, since the other withdrawal methods currently do not appear to be functioning?
They had already told me to cancel the card withdrawal and use Skrill which I did, so I don’t know why I would have to do the same and use yet another option, I don’t have a cryptocurrency account
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Mwyatt25,
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,
Veronika
