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I received a bonus from the casino of £50 wagered the amount required to turn bonus to cash and I end up with winning £1700 which I tried to withdraw.I made a withdrawal request on 22/07/24 waited till 24/07/24 and contact customer support for an update on my withdrawal they told me that withdrawals are processed between 24-48h which already was exceeded and that I had to wait.After an hour I received an email saying that my withdrawal was cancelled and winnings are reduced to £500 because of breach of the bonus terms.they restrict winnings to 10 times a bonus value.they cashed my account with £500 so I made another withdrawal request of £500 on 24/07/24 and once again waited over 48h for review and withdrawal being processed and still didn't received anything.contacted the customer support which told me that I should wait a bit longer once the team finish the review I will receive an email.

Dear Jozek1608,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Yes I received a withdrawal of £500 thank you for your help

After they send me quoted withdrawal I played on the site again and made another withdrawal of £160 which wasn't sended again and my account was closed by the casino with 5 years self excluding.again waiting over 48h for last withdrawal from this site and once again they delaying that cash out.

How the site like you who supposed to help people in my situation can write something like this that withdrawals can take up 2 few days when you yourself knows that's a entirely up to casino how quickly they process the withdrawal and most of them do withdrawals straight away.im just seeing now that you aren't as non sided as you claiming.

Dear Jozek1608,

Thanks for the confirmation. I am sorry to hear about the development regarding your new withdrawal.

Please note there can be legitimate reasons for why withdrawals from the casino's side are delayed beyond their advertised timeframes. The 14-day timeframe is a policy determined by us, Casino.Guru, to indicate we will intervene only after a certain period elapsed after a withdrawal is requested.

Please let me ask you a few questions so I can better understand the situation.

• Have you used the same withdrawal method, as your previous successful payout?
• Have you provided alternative banking information necessary for processing your payout?

Thank you very much in advance for your reply.

I provided the same bank account details the card i made deposits and withdrawals with.I don't have other bank account so can give that but I used a paysafecard as a deposit method so I send them details of that account and I know that withdrawals can be made to this payment option as I once recived withdrawal from casino to this payment option.

Was this a valid option for this casino in this situation? Has the casino offered any alternatives in case it wasn't?

Please let me know how the interaction with the casino went regarding your next withdrawal attempt.

I message the casino yesterday asking about the withdrawal and when I can expect to receive it.I informed them once again that I dont hold any other bank accounts so I can't provide them with alternative bank account details.I mentioned once again that I used a paysafecard payment method and I did check and confirmed that cash out to this method is possible even send the document confirming that but response was the same as previous ones to give them alternative bank account details.I send an email to casino with request to explain me the reason of the problem with this particular withdrawal being made as the previous one's as all of earlier one's went without any issues. I also asked if they can send my withdrawal to my PayPal account just to resolve the issue with withdrawal but in response they told me that I would have to make PayPal a one of my deposit option which is ridiculous even to mention that as they need to be aware that they blocked my account and that my access to my account on their site isn't available for me.im so tired of this situation that it's unimaginable.

They didn't offer any other solution for that situation to be solved and the contact is only when I initiated it.

It's over 2 weeks now since I made withdrawal request and they making up stuff just to not send the withdrawal.Can you help me with this situation as I'm really annoyed at this point.I was hoping something will change and I can get that withdrawal so I can buy something nice for my bday on Friday but obviously u wasn't correct.

Today I recived my withdrawal finally after all that time wasted they miraculously could send my withdrawal to my Revolut account confirming that they intentionally delayed cash out.

Dear Jozek1608,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru