The player from Germany had requested a withdrawal at Casino Savanna Wins on January 10, 2025, but had not received the payout after six weeks. Despite multiple follow-ups, her inquiries were met with repeated responses, and she grew increasingly frustrated. The Complaints Team had attempted to mediate the issue but faced repeated non-responses from the casino. As a result, the complaint was marked as "unresolved," which could impact the casino's rating in hopes of prompting a change in their approach.
Savanna Wins Casino - Player’s withdrawal has been delayed.
Unresolved
Our verdict
No reaction policy
Black points: 45
Amount: €300
Savanna Wins Casino
Safety Index:Very lowCase summary
Discussion
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1 year ago
Translation
I requested a withdrawal on January 10, 2025, at Casino Savanna Wins.
After contacting them several times, unfortunately, nothing has changed regarding the payout. I'm always being put off, not even told to wait and be patient, etc. The chat messages are copied and repeated several times. Unfortunately, I've been waiting for the payout for over two months, and now I've run out of patience!
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1 year ago
Dear Christin30,
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 understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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1 year ago
TranslationHave you ever made successful withdrawals?
ANSWER: No, that is the first one.
Could you please confirm that you have passed the KYC verification?
ANSWER: see photo, yes I have been successfully verified.
Have you accumulated your winnings with or without an active bonus?
ANSWER: with bonus, but I paid for the bonus
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12 months ago
Thank you very much, Christin30, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru), who will assist you further. However, I would like to warn you that it seems to be a common practice of Savanna Wins Casino to completely ignore our attempts to mediate any issues. Despite many unresolved complaints marked "No Reaction Policy," we keep on trying.
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12 months ago
TranslationThank you very much for the information! Best regards
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12 months ago
Dear Christin30,
My name is Jana, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
I will now contact Savanna Wins Casino outside this complaint thread and let you know any new information once I receive it.
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12 months ago
TranslationOkay, all clear, thank you! I hope you succeed! Best regards
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11 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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11 months ago
TranslationOh man, just like at Casino Betsolino, there are only scammers.... 🙁
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11 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. I am sorry I could not be of more help on this occasion.
Best regards,
Jana
