Home Complaints Player’s struggling to withdraw winnings.

Amount: $102

Player’s struggling to withdraw winnings.

Submitted: 07 Apr 2021 | Case opened
Current status

Waiting for casino to reply

2d 16h 44m 57s

Case summary

5 days ago - 08 Apr 2021

The player from the UK is experiencing difficulties withdrawing funds. Her withdrawal has been pending for a month.


Hi it's been over a month since I won I've forwarded all my info they requested but all I ever get is it's not been processed yet try again in 3 working days 5th time now and said exactly same today.


Dear Sgbmandy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise whether this was your first attempt to withdraw? Do I understand correctly, that you are currently waiting for your account to be verified? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino (except the attached screenshots), please forward it to kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,



Yes it's my first withdrawal from the site I played with my own money no bonuses at all I've sent in all my information it's just waiting for the payout team to process it but that's been said for last 2 weeks. Ty so much tc stay safe I can send you everything I've sent them I have copies of everything


Thank you very much Sgbmandy for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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Automatic translation

Hello Sgbmandy!

From now on, I will take care of you complaint. I would like to invite the casino's representatives to join this conversation in order to help us find a resolution.

Cool Cat Casino has 2d 16h 44m 57s to reply