SpeedSweeps Casino - Player believes that their withdrawal has been delayed.

I have been playing sweeps casinos for several years. I have spent many thousands of dollars. I play ALL of the Sweeps casinos and I Have cashed out from modo, zula, crown coins, fortune coins, funzpoints, lucky hands, and I have NEVER been treated like this.. I was in

customer service for about 20 years, and I thought that customer service meant "serve the customer" but I guess I am way wrong. These people seemed like they were just happy and giddy and like the motive of their position or their monthly bonus was all contingent upon... the customer who wins doesnt get to take any money home. ever. period. and especially if its ten grand$$$.

they wouldnt even LISTEN to me. they acted evil as hell. they even baited me by sending emails asking me to verify the cards i have used over the past few months to load my account saying gotta do this to Redeem>>> obviously they werent going to redeem. they lied.

So, the problem is.....YES... i have more than one account.!!!! and the account i won on was Not verified but the other account is Fully verified. So not only did they NOT pay me out, They took ten thousand dollars of mine and just flushed it down the toilet. didnt even let me play it or anything at all... and they did this with a grin on their faces. You see...,I didn't even recall that i had more than one account honestly. A couple months ago, when i first started playing their platform, i was getting a geo- block or a technical error message that my location device wasn"t ON therefore they were kicking me off and it was so annoying... especially if i had loaded 100 bucks and couldn't get back to playing..( let me insert here that after researching online I have found many groups where players are discussing this problem they're also having to deal with the geo- block that shouldn't be) However, my Location WAS ON. I got this Message which I have sent a screenshot of.. getting this blocI over and over so.. what did i do...? I made myself Another Account! and I don't remember what i did with what account, meaning I would have been playing the one that's verified had i Realized I was actually back IN that account i was geo_blocked on. does this make any sense.? the reason I have more than one acct is technical errors.

When i first began the process of withdrawing my life changing funds, some were hopeful and gracious on there and then they"d send teaser notes and then come back and say well, i understand but its not up to me.... we are really strict about not having multiple accounts.... llike i said i thought customer service was about serving the customer and then they said well we can see where youve deposited money in both accts.... i said well, YEAH... i didnt make another account to take advantage of your ONE DOLLAR freeplay!!! Of course you will see my deposits in there!! Nobody was empathetic or wanted to be and it was really as if they were bullying me so the 3 of them could split the winnings between them behind the scenes... Nah... I'm kidding... but, I am appalled at these people. Like i said, Lucky Hands or Legendz casinos customer care people at least seem excited for their customers to cash out.. i mean paying customers to finally have a good payout!!! I've never had a payout like this and i told them " I am homeless, really ,right now looking for a place for me and my daughter so These Winnings Will be LIFE-Changing to Me!!! This isn"t a joke. We are really living in my daughter's car. So playing online casino is a mental and emotional temporary diversion for me sometimes." They didn't care a bit.

Do you think you can help? I feel I have a legitimate case here. What do you think? Please see if you can help. I've heard good things about you guys. Please let me know if you need to look at correspondence.

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.

Okay.. yes, you will see in the body of my message the title should read casino refuses to pay out my 10 thousand dollar winnings.... They said No. Without even looking at my reasoning. So, I'm glad to have you guys helping. I was completely transparent with SpeedSweeps.

I'm praying you guys can help. Thanks.

Dear player, thank you for your message and for providing more context about your situation. I’m truly sorry to hear what you’re going through, and I understand how deeply disappointing and frustrating this experience has been for you.

However, it’s important to highlight that when problems arise, especially with account access or technical errors, they must be addressed directly with the casino’s support team—and not by creating a second account. Almost all online casinos have very strict rules regarding multiple accounts, and unfortunately, breaching these rules can lead to severe consequences, including account suspension, forfeiture of winnings, or blocked withdrawals.

In fact, I found this specific clause in the terms and conditions of the casino:

• 4.2 Only one User Account is permitted per person. In the event You open or try to open more than one User Account, all User Accounts You have opened or try to open may then be terminated or suspended any prizes or Virtual Coins balances may be voided.

So even though your intention might not have been malicious, the act of having multiple accounts is seen as a violation of their policies, regardless of the reason.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.