The player from the United Kingdom was unable to withdraw his funds because he was directed back into betting without a resolution. He found the support chat unreliable and was told that his issue had been escalated to the payments team, yet no timeline was provided. The player confirmed that this was his first deposit, with no previous withdrawals or active bonuses, and was unsure about the verification process. The complaint was marked as resolved by the player, and the issue was closed by the Complaints Team.
PlayKasino Casino UK - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: £362
PlayKasino Casino UK
Safety Index:Above averageCase summary
Discussion
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3 weeks ago
When I try to withdraw my funds, I keep getting put in an endless loop of the casino trying to get me to continue betting without letting me withdraw. It is very frustrating. Their support chat is unreliable and have told me they have escalated to the payments team with no time frame of how long this will take.
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3 weeks ago
Important notice:
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3 weeks ago
Dear Adamowen3012,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Have you made any successful withdrawals from your account previously?
- Can you confirm that your KYC verification was completed?
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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3 weeks ago
Hello,
No this was my first deposit on this site so I have not withdrawn from there before.
I am unsure what that verification is.
No bonus was active, this was entirely from my own funds.
Cheers
Adam
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Adamowen3012,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
