The player from the United Kingdom faced difficulties with the casino's withdrawal process, as submitting a request led them back to playing without an exit option. Additionally, the live chat support was not functioning properly, frequently disconnecting them. We attempted to assist by requesting further information about the withdrawal attempts and any error messages. However, due to the player's lack of response to our inquiries and reminders, the complaint was closed without resolution. The player was informed that they could reopen the complaint if they chose to resume communication.
PlayKasino Casino UK - Player's withdrawal process is frustrating and unresponsive.
Closed
Our verdict
Player stopped responding
Amount: £27
PlayKasino Casino UK
Safety Index 7.4 Above averageCase summary
Discussion
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2 months ago
The withdrawal is horrible. I just wanted to exit the site and leave. When submit is clicked it repeatedly pushes you to go back and play with no option to not.
the live chat does not work at all. Keeps kicking me off.
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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 Ht1608,
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.
- What specific steps did you take when attempting to make a withdrawal?
- Have you received any error messages during the withdrawal process?
- Have you made any successful withdrawals before?
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
Petra
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2 months ago
Dear Ht1608,
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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1 month 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,
Petra
Casino.Guru
