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Hi there I have withdrawled from this site before. This time they want me to verify again..I had made 4 deposits via interac before a depoist 150 on which I cashed out on..they asked for all the usual I'd and proof of deposit etc....I sent them my bank statement in pdf form..they came back and said although they saw the other deposits they did not see the one made for 150 and that they needed that one to process my payment..I explained to them that the depoist of 150 won't be on my bank statement until Nov. 20 statement comes out..they said they had to have hat specific payment..just delay tactics..they said take a screen shot from your bank..I said ok np I sent it righr away...its now been a week and they haven't looked at it and keep saying they will get it...its been almost 3 weeks now..they are just delaying . Can you please reach out and help me get my funds? I have attached a copy of the proof of payment for you guys . Thank you..ps it wouldn't let me upload the proof of payment here

Dear Ryanmc,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please understand that when verifying payment methods, the casino is required to review all the methods used for depositing. This is not a tactic to delay the payment of your winnings but a standard KYC and AML procedure to ensure compliance. Once they verify all deposits, your winnings should be processed.

• Am I correct in understanding that the necessary bank statement will only be available to you after November 20?
• When you submitted a screenshot from your bank, did you make sure it included all relevant information, such as your personal data, card number, transaction date and time, and the amount sent to the casino?
• Have all your other identity documents been approved and verified by the casino?

Thank you in advance for your reply, and I hope we can assist you in resolving this matter soon.

Best regards,

Veronika

Yes for the bank statement.but they said if I sent a screenshot which had the deposit and my name on it that would be good...I sent that a week ago and they say theyeir backed up verifying people. Yes all other documents have been approved...also I had made like 5 previous deposits the week before...they all would have shown in the bank statement I provided..so they know it's my account. Thanks

I have been in touch with them again..I provided a screen shot of proof of depoist with my name on it which they asked for...but now that I have done that the screen shot is no good and they require a bank statement .....just keep changing what I need as soon as inprovide it to them...clearly delay tactics.

So at first screen shots can be accepted.. but once i provide one they can't be accepted. What a joke of a site...right there they told me I can do screenshot but once provided .nope u can't.. inhave a feeling once I do get my bank statement around the 20th they will have a problem with that as well. Thanks for you're help

Thank you for your replies. I completely understand how frustrating it can be when the casino continues to request more documentation before your withdrawal request can be approved.

Could you confirm whether the screenshot of your deposit has been approved by the relevant department? Did the image you provided meet the necessary requirements, and now the casino is requesting a bank statement as well? Alternatively, has the screenshot you submitted been rejected or is it still pending approval?

They originally asked for the screenshot and approved it..but now that it's been approved they are saying it not good enough and they need my bank statement...also I deposited 140 on the 23rd and cashed out that's the depoist they want ..bur I had made 4 previous deposits the week before and every single one was on the bank statement...so they know its me ..they are delaying on purpose..the have a bank statement with 4 deposits to their site

Thank you very much, Ryanmc, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear Ryanmc,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mr Bet Casino representative to join this conversation.

Dear Mr Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

They say I am verified now but i have still not been paid

Dear Ryanmc,

We have processed your withdrawal successfully from our side. Once the withdrawal is confirmed, you should receive an email and an SMS from Interac with a code to finalize the payment.

To complete the process, please open the email, select the bank account where you would like the funds to be deposited, and confirm the transaction by entering the code sent to you via SMS.

I've been hearing that for quite a few days now? But yet still no payment

Still nothing ..funny when I play on other sites they pay within hours or a few days .you guys are going on over 3 weeks now..release my payment please

Hey there Mr bet.still no payment ..I have never seen a site take this long to pay..I have been playing on these sites for years. Nothing has been processed on your side..you guys are full of it and I'm tired of these delay tactics

Still nothing from these guys..is this some kinda joke?

Contacted their live support this morning..they said they sent the sms code and etranfer to me..they did not...they said check my spam and all that and I did..said I need a password to get my money..well I have auto deposit so all depoist to.my account get accepted automatically without me doing anything so they are lying and using. More delay tactics..so what they told me to do was contact gigadat to get the code to accept my transfer..a transfer they never sent..so I contacted gigadat and they came back and said no email or transfer have been sent to this email..I have a screenshot of the email but won't let me upload it here.....so not only are these guys delaying payment..now there having me do more work and email other companies..never seen such blatant tactics in my life and I play on a lot of online site.. thank you can you please help

Now live chat is telling me wait for relevant department to get back to me.like what is going on here it's not rocket science to send an etranfer lol

I have still heard nothing from these guys..its going on a month now..this kind of wait time is absurb

It has now finally been paid..I would not recommend this site to anyone.

Dear Ryanmc,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru