Sixty6 Casino - Withdrawal of player's winnings has been delayed.

I have had four declined redemptions over the last 2-3 weeks. The first was because I tried to use a prepaid card which I prefer online. Then the second because I had not made a purchase with the debit card for the bank account prior to attempting a redemption to that account. I did so after I was advised that was the reason it was declined. After the third decline on 07/14/25 I received an email stating that my redemption had been cancelled which I had not done & to contact them if that was an error. At that point a live chat agent advised that is "their standard message when there is an error in processing & to wait 24hrs to try again." Then I received an email stating they had asked me to resubmit my ID which I never received via email or chat but I complied with their request. I was told I would be notified once they verified my account again but after over a week I spoke to a live chat rep today who informed me that my account was fully verified & I could use the site without any restrictions. So I attempted to process my $200 redemption again but within several hours it was changed from processing to failed in their user dashboard. Which is why I am hoping you could intervene on my behalf in the effort to secure my redemption. I have checked all their compliance boxes & done everything they have asked of me. I am fully verified I made a purchase with my Sofi debit card connected to that bank account I am using for the redemption & it is an actual bank account not prepaid. I have located an address for their corporate office in Delaware but no phone number or email as of yet. While searching I have run accross multiple posts on various forums that read verbatim to what I am reporting here, most ending with the user being blocked when they lose their cool or threaten to report the site. I have held it together so I do not  get blocked because I know I will never get paid if that happens but I'm beyond frustrated & very quickly losing the little patience I have left so I'm coming to you before I open mouth& insert foot. I am attaching screenshots of both of the conversations on live chats mentioned in this post in addition to their email requesting my ID after I had already been verified in their system (clearly or they would not have attempted to process the first redemption & known it was a prepaid card) along with my response which I felt was so crafty it actually made me proud that you will see the attachments at the bottom of me resubmitting my ID & finally their response thanking me for sending in the documents as requested. Correction I reached the maximum limit of attachments but I will gladly forward the emails at your direction or request once I hear from you. Thank you.

Dear player,

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 the 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,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Thank you for reaching out Dominika. No I have not received my withdrawl & the support team is so unhelpful that it seems deliberate. I put in my first redemption attempt on June 6th. There have been 6 attempts (I have lost track but it is at least that many) 5 of which were declined & 1 that failed. So it's been alot longer than 14days. The first decline was because I used a prepaid card which they do not accept for redemptions. Decline #2 because they require a purchase on the card associated with the same account used for redemption & I had not done so prior to my attempt. Then there was a "processing error & the transaction failed so to wait 24hrs then try my redemption again" according to a live chat rep which is included in the screenshots I sent in. I emailed support after decline #4 asking why the redemptions keep declining followed by an email saying my request was cancelled which I had not done & was advised previously on the live chat is "their standard notification anytime there is a processing error. Then they replied by email saying they had requested I send my ID again but I was never asked via email or on live chat to resubmit my ID so that is a lie. Clearly they attempted to process the first redemption or they would have not known I used a prepaid card aside from the fact it was no

*Continued... aside from the fact it was not why any of the three previous redemptions were declined. Within a day or so of trying their site I completed their verification process which was updated & still shows in the dashboard to date. How can it be possible that my ID was verified which is visibly displayed in your account then they put three redemptions through that were each declined for different reasons none being my ID? If there were no questions or concerns for redemptions #1-3 regarding my ID how can it be a problem for #4-6? After my initial post I received an email from them saying I need to put through a new redemption to complete the process. That"failed" & triggered an email with a link saying a third party needs additional info. I work night so when I had time the next day I tried but the link was expired. I did not receive any instructions, have no idea what I am going to be asked to submit or that it was a one time use link that expires. I absolutely believe they are intentionally trying not to pay out.

Dear player, 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 specify the bonus you used?

Do you currently have any pending withdrawal requests in your casino account?

Have you reached out to the casino to verify if any further documentation is needed?

Has the casino specified a reason for the last cancellation?

Could you please share your communication with the casino regarding the canceled withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Dear player,

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.

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,

Dominika

Casino.Guru

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear player, I wanted to kindly follow up and ask if you’ve had any success with the verification links. Were you able to receive a valid, working link and complete the process?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

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,

Dominika