Onlywin Casino - Player’s withdrawal has been delayed.

What happened:

I deposited via Interac and Apple Pay. My Interac withdrawal limit was CAD 2,000.

I won some money online gambling with them and and I have 61.5k stuck with them.

After the win, my Interac transaction withdrawal limit was reduced from CAD 2,000 to CAD 750. I was not notified of this change in advance and have not been given a reason for it. At CAD 750 per withdrawal, paying out my balance would take approximately 16 weeks.

On September 7th the casino requested additional verification: an RBC bank statement covering the past three months showing my Interac deposits, and a statement covering 30–31 July 2026 showing my Apple Pay transactions. I submitted these on September 7th too.

I had previously completed verification on august 8th, and earlier withdrawals of CAD 2000 a day for about 13.5k were processed without issue.

I have placed no bets since September 7th.

What I am asking for:

1. That the casino state in writing when and why my withdrawal limit was reduced, and confirm the current maximum withdrawal amount and frequency for my account.

2. That it confirm whether a higher-limit payout method (bank transfer or other) is available for a balance of this size.

3. That it provide an estimated timeline for full payout at the applicable limit.

4. That my verification be completed and withdrawals processed without further repeated document requests.

Evidence available on request: screenshots of my account balance and full transaction history, all support correspondence, verification documents with submission dates, and the Terms & Conditions as published at the time of my withdrawal request.

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.

Dear Antouxxx,

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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Antouxxx,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Antouxxx,

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,
Jean
Casino.Guru