The player from Chile had a pending withdrawal request of $1,293 USD from Festival Play casino, which had not been processed despite meeting all requirements. He faced a lack of response from the casino after multiple attempts to contact them. The complaint was closed due to the player's failure to respond to inquiries and reminders from the Complaints Team. The investigation could not proceed without the player's cooperation.
FestivalPlay Casino - Player's withdrawal is delayed and not processed.
Closed
Our verdict
Player stopped responding
Amount: $1,293
FestivalPlay Casino
Safety Index 4.2 LowCase summary
Discussion
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4 months ago
Translation
[21:01, 5/3/2026] rmohor: CLAIM TITLE: $1,293 USD Withdrawal Not Processed and Lack of Response - User rmohor
Case description:
Hello, I am contacting you to request your mediation in a conflict with the Festival Play casino.
On the 3rd of this month, I submitted a withdrawal request totaling $1,293 USD. I have met all wagering requirements and site terms. However, the casino has not processed the payment and has stopped responding to my attempts to contact them via live chat and email.
My username is rmohor. I've attached proof of my balance and the pending withdrawal request. I would greatly appreciate your help in getting the casino to pay out my legitimate winnings.
Sincerely,
Ricardo
User: rmohor
rmohor:
Automatic translation:
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4 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
Hello,
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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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4 months ago
Dear rmohor2312,
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.
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3 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,
Veronika
Casino.Guru
