Casinoways - Player's withdrawal request is delayed.

I have submitted nearly all the possible documents that a casino can require. Yet they continue to reject my withdrawal requests. I have also asked them to send me a clear list via email of what more they require for processing the withdrawal, but weeks have passed and I have not received any email from them.

Dear aaki2003,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hello!

The latest document was posted on December 16, 2024.

I have put

*payment ownership

*residence

*identity

*proof of payment

That is, everything they have requested. All documents have been submitted in the format the casino wants. For some reason, KYC still doesn't go through. The casino is not cooperative at all and refuses to tell me what the problem is with KYC, and they just reject my withdrawal requests time and time again.

Thank you very much for your reply, aaki2003. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Now the situation is as follows:

I went back to the chat to ask about my withdrawals, and this time they told me to make a withdrawal request again. So far they have always rejected my withdrawal requests, and I'm pretty sure the next withdrawal request will be rejected. If this happens again, it's pretty clear that they are not honest.

I'll email you a couple of screenshots from the chat.

Thank you very much, aaki2003, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello aaki2003,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casinoways representative to join this conversation and participate in resolving this complaint.

Dear Casinoways,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Hi, We are waiting for the customer to use the automated verification tool, this is populated upon a WD request and the customer was informed about this on the 12th December. If for some reason the pop up is not working the customer can reach out to our customer support team and request a link to go thru the process.

Dear Casinoways,

Thank you for your response and the information provided.

Hello aaki2003,

Could you follow the casino's instructions and let me know once you do that?

I'll be awaiting your reply.

Hello!

Verification has now been done with the link received from customer service. Verification went through, and now the next step is to withdraw money at company number 15. I will make a withdrawal request and see if the money still comes home. I am skeptical that the money still won't come, but in the chat they said that it should come very soon. If the casino rejects my withdrawal request again, I will be speechless. I have the entire chat I had with the casino saved in my email.

Hello!

Now the situation is that I successfully completed the verification required by casinoways from start to finish and passed it. A few hours passed, and I received an email from them stating that my account has been permanently closed, and that my money has been confiscated.

They claim that the game I played, super 7's, is prohibited in the bonus terms and conditions, so they came up with a new reason for rejecting the withdrawal. When I looked at the bonus terms and conditions, I noticed that the game I played has indeed now appeared on the list of prohibited games. But the funny thing is that I used Google's wayback machine and on 27.12.2024 this game in question has not yet been added to the list. So the casino has probably changed the list of prohibited games in the coming days so that they would not have to pay me my withdrawal.

Here is a link to the wayback machine where the list of banned games is shown on December 27, 2024:

https://web.archive.org/web/20241227195308/https://www.casinoways.com/en/info/bonus-terms-and-conditions

Now casinoways has been caught in a very fraudulent activity. This is outright lying to customers. I hope this would be a comprehensive enough package for casinoguru that this casino is indeed unreliable, and does not pay its customers withdrawals even though they should. They were now caught red-handed in this activity, thanks to the google archives where you can check these bonus terms and conditions conveniently.

Hello aaki2003,

Thank you for your response and the information provided.

Dear Casinoways,

Could you comment on the situation? I do not see any reason why you shouldn't pay the player his winnings.

I'll be awaiting your reply.

Hi Stefan, provide me with your email and i will send you an email with the relevant proof we have in this case.

Dear Casinoways,

You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Email sent

Hello aaki2003,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello aaki2003,

It appears that you have registered an account among different brands under different countries of residence. This behaviour is strictly against the casino's terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.