The player from the United Kingdom had requested a withdrawal of £120 from SavannaWins Casino on December 11, 2024, but after weeks of waiting, his account was banned without explanation. Support informed him that due to the ban, his withdrawal would not be processed, and he felt unfairly treated as he had not breached any rules. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to inquiries and reminders, leading to the closure of the complaint. The player retained the option to reopen the complaint in the future should he wish to resume communication.
Savanna Wins Casino - Player’s account has been closed and withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: £120
Savanna Wins Casino
Safety Index:Very lowCase summary
Discussion
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Public
11 months ago
I requested a withdrawal of £120 on 11 December 2024 from SavannaWins Casino ( savannawins.online or www.savannawins.online) After the withdrawal request, I waited patiently for weeks, but the money was never paid. I contacted support multiple times over the next 2-3 months to ask about the status of my withdrawal.
Eventually, during one of these chats, instead of giving me an update, they suddenly banned my account without any explanation. Now I can’t log in anymore, and support told me that because I’m banned, my withdrawal will not be processed.
This is completely unfair. I didn’t break any rules and the withdrawal was requested long before the ban. They gave no reason for banning me, and it feels like they just want to avoid paying.
Please help me recover my £120. I can provide screenshots of the chat with their support if needed. Thank you. If you have to contact me please do at [removed by casino.guru admin]
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11 months ago
Dear krisko3111,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Savanna Wins Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked? Did you receive any justification or did the casino cite any breached rules?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
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,
Tomas
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11 months ago
Dear krisko3111,
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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10 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,
Tomas
Casino.Guru
