Numbers Game Casino - Player's withdrawal is delayed for over six months.

I have been trying to withdraw my remaining balance of 450 CAD from NumbersGame for more than six months without success.

I have submitted withdrawal requests via Interac e-Transfer more than 10 times. Every time, the withdrawal is eventually cancelled and the funds are returned to my NumbersGame account.

I contacted customer support on numerous occasions. Different agents repeatedly provided inconsistent explanations. Most often, I was told that the withdrawal password I selected for the Interac transfer did not meet the required criteria.

However, I carefully followed all instructions provided by support, including:

• at least 6 characters;
• no spaces;
• no special characters;
• no uppercase letters.

Despite complying with these requirements, the withdrawals continued to fail.

On several occasions, support agents also confirmed that everything looked correct and that my transfer would be processed shortly. For example, I was told:

• "Yes, everything looks good. Your transfer will follow shortly."
• "You will receive it within 24 hours."
• "I have marked your withdrawal as a priority."

Nevertheless, no withdrawal was ever successfully processed.

The issue has now been ongoing for more than six months. My balance of 450 CAD remains in my account, but I have no way of withdrawing it despite repeated attempts and constant communication with support.

I am requesting that NumbersGame either process my withdrawal immediately or provide a clear technical explanation and an alternative withdrawal method that allows me to receive my funds.

I can provide screenshots of my balance, withdrawal attempts, and conversations with customer support as evidence.

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Dear flodel06,

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 fully understand the situation.

• Could you please confirm that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Have you made any successful withdrawals before? What payment method was that?

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

Best regards,

Jean

Dear Jean,

Thank you for your response.

1. My account is fully verified.

2. The funds were accumulated without the use of any bonus. No active bonus was used to generate the balance in question.

3. I have never successfully withdrawn from NumbersGame before. All of my withdrawal attempts have been made via Interac e-Transfer, but every single request has eventually been cancelled and the funds have been returned to my NumbersGame account.

I have attempted to withdraw these funds more than 10 times over a period of more than 6 months.

During this time, support repeatedly told me that the issue was related to the Interac withdrawal password, despite the fact that I followed all the requirements they provided (minimum length, no spaces, no special characters, and no uppercase letters).

On several occasions, support agents also confirmed that everything looked correct and that my withdrawal would be processed shortly, but no withdrawal was ever completed.

The balance of 450 CAD remains in my account, and I am simply requesting a successful withdrawal of my own funds.

Please let me know if you need any screenshots or additional evidence.

Kind regards,

Dear flodel06

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucka, (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello flodel06,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear flodel06,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/) and submitting a complaint to them. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S