Wheel of Fortune Casino Ontario - Player’s withdrawal is delayed.

The withdrawal has been "processed" but is in the scheduling payout step and has been stuck there since August 7th. I’ve reached out to customer support several times and each time they say they’ve "escalated the issue to the relevant team" and that someone will get back to me in 24-72 hours, but they never do. I’ve also emailed the formal complaints team and they initially replied to my email, but not with any kind of resolution and when I follow up, they just ignore me. They’ve acknowledged there’s been a glitch, but they don’t tell me when they’re going to either credit my account or send me my money.

Hello,

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?

What types of games did you play?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for your reply.

I have made successful withdrawals. In fact I had withdrew an additional $600 a few days after this one that is still pending. I have passed verification, the casinos customer service team confirmed there is no issue with my account status.

I was not playing with any bonus monies. (I never accept bonuses )

I was playing a mix of live dealer games as still as slots.

The withdrawal itself says reviewed and review complete/accepted, it’s just stuck in " scheduling payout" mode.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello H3l3ol3l3y,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wheel of Fortune Casino Ontario,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Hi Attila!

Thanks so much for your help

I have reached out to the customer service team daily via their live chat or via phone. I have also emailed the formal complaints team.

The withdrawal was marked as "scheduling payout" on August 7th and I have still not received it.

Each time a representative speaks to me I’m told to essentially just wait longer but no one ever contacts me with any kind of update. Please see attached for a few of the email correspondences as well as the some of the follow ups I sent that go completely ignored.

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.

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. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Ontario Gaming Authority (https://igamingontario.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (attila.g@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Attila Gorkij