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I requested a withdrawal of £1,293.00 on 30 July 2026. It is still showing as "Pending" almost four weeks later.

My Proof of Identity and Proof of Address are both fully verified on my account.

I have contacted live chat several times. Every time I am told the withdrawal is "still being reviewed" and that there is no timeframe. Nobody will tell me why it is being held or what is outstanding.

I raised a formal complaint and I received a general reply saying the matter is under review in line with internal procedures, with no answer to any of my questions and no date given.

My account balance is now £0.17. All of my money is held in this pending withdrawal.

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Dear Roaringlion,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Which payment method have you opted for to withdraw your winnings?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina, yes I have made successful withdrawals by bank/card payment withdrawal, I tried using the same method and have had the delay since July 30, all winning were without any active bonus.

Thank you for your reply, Roaringlion. Could you please attach a screenshot of your withdrawal history in this thread so we can review it?

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

live chats were on the 3rd of august and 9th of August. Email was on the 18th of August

Dear Roaringlion,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Roaringlion,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about the issue you have with the casino.

I will now contact BetStorm Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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.