Kiwi's Treasure Casino - Player's withdrawal is delayed.

i have had an account with this casino for a while now and i have verified all my documents drivers licence etc when i opened the account.i won some money which was $600 and went to the withdraw page and entered all my bank details.the withdraw method is through the swift bank transfer which said could take upto 3 to 7 working days.my $600 stayed pending for 2days then has dissapeared i had only one email from them which was 4 days ago saying i needed to verify my account which i already have.i try to contact them but no reply back at all.i just wana know where my money is

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kiwi's Treasure Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous successful withdrawals from the casino using this or another payment method?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue regarding the need to verify your account or any other relevant communication? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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Stay safe.

hi thomas how are you?i opened the account a year ago and this is the first time i have made a withdraw.i used a $20paysafe voucher to deposit into my account to play and no i didnt opt in for any bonus at all.the $600 stayed pending for 2days then it dissapeared from my account so i thought it had gone to the swift bank transfer stage which said could take upto 3 to 7 buissness days to process into my bnz bank account but theres still nothing there.when i try to click on show my transaction history on my kiwis treasure account it wont allow me to see any information at all which is ver odd.iv sent emails to kiwi treasure and no response at all.i just want them to show my withdraw transaction etc to see whats going on.when i go to the help section and click on to message a agent it says a agent will be with me shortly but no agent answers my reply at all.

Thanks for your reply.

Have you tried to access your player's account from a different device or using a different browser?

Kindly share evidence, such as screenshots of what it looks like when attempting to view the necessary parts of your player's profile (transaction history/deposit history/payout history), and share it with me at tomas@casino.guru

If the casino sent you a withdrawal request confirmation to your email, please forward it to my email as well.

Make sure to try to contact casino support regarding these issues and save your interaction with them. Send any chat transcript to me for review.

Looking forward to your reply.

Dear greekossss,

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.

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,
Tomas
Casino.Guru