Casoo Casino - Player's withdrawal is delayed.

Hi, I am not receiving my second withdrawal of 3000 SEK, I received my first withdrawal of 5000 SEK but others claim they are having technical problems.

Dear saralundgren32,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you requested your withdrawal of 3000 SEK?

Has your withdrawal request been declined by the casino, or is it still pending?

Have you selected the same payment method for this withdrawal as you used before?

Could you kindly confirm if you passed the full KYC verification?

Did you accumulate your winnings with or without a bonus?

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

5 days ago they wrote the delay is on the payment provider side. But I suspect they do this on purpose because when I left a bad review in truspilot my withdrawal status changed from processing to waiting to be processed

Your withdrawal has been approved from our side and sent to your payment provider on 2025-02-17.

The Financial department has been informed of the delay and has begun an investigation and has found out that the transaction is processing on your bank's side. As of now, no updates have been provided.

Day 7 now still haven't received my money

Hi I still haven't received my money they claim it's technically wrong

Thank you for your response. Please note that, as a general guideline, we recommend players wait up to 14 days for their withdrawal request to be processed and paid out by the casino. It may take a few additional working days for the funds to appear in your bank account.

Could you kindly clarify whether the casino has canceled your payment or if it is still visible in your casino profile as "processed"? Additionally, could you provide more details on the technical issue that the casino has mentioned as the reason for the delay?

Dear saralundgren32,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.