The player from the United Kingdom had a pending withdrawal request for a large win that had not been processed after 9 days. They were unable to contact support as the chat was disconnected and email responses were not forthcoming. We informed the player that withdrawal processing could take up to 14 days due to KYC verification or a high volume of requests and advised patience. After extending the response time by 7 days, we closed the complaint due to the player's lack of communication, making further investigation impossible. The player was informed they could reopen the complaint if they chose to resume contact.
PirateSpins Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: £5,000
PirateSpins Casino
Safety Index:LowCase summary
Discussion
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2 months ago
I won a relatively large amount of money, requested a withdrawal and it’s still pending 9 days later! They have disconnected my chat so I can’t speak to anyone. I literally email them 3 or 4 times a day and no one responds. I don’t know if wins are paid out after a specified amount of days or if there’s other criteria involved as no one will answer me
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2 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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2 months ago
Dear Nothappy4,
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,
Attila
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2 months ago
Dear Nothappy4,
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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2 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,
Attila
Casino.Guru
