The player from the United Kingdom had requested a withdrawal two months prior after completing the verification process and meeting the wagering requirements. Despite being promised a wait of 7-21 working days, there had been no follow-up or response to his emails, and he continued to wait for his withdrawal. The Complaints Team had attempted to gather more information but ultimately closed the complaint due to the player's lack of response to inquiries and reminders.
Electric Wins Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: £3,045
Electric Wins Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
5 months ago
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 advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
- Which payment method to withdraw your winnings have you opted for?
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,
Kristina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
4 months ago
Dear Oaktree25,
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.
Public
Public
4 months ago
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,
Kristina
Casino.Guru
