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I won this a few months ago and have continuously tried to withdrawal. My last withdrawal has been pending since 11-04-2026. They just keep saying its pending

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Dear Deedee12345,

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 fully understand the situation.

• 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?

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

Petra

No i havent made any previous successful withdrawals

Yes i have passed KYC and fully verified

Winnings were won with No active bonus

Hello!

After reviewing the case, we would like to clarify that the original withdrawal request was unfortunately cancelled due to a technical/payment processor issue on the provider’s side.

Following this, an email notification was sent to the player explaining the situation and requesting that a new withdrawal request be submitted so the payment process could continue. At this time, no new withdrawal request has yet been initiated from the player’s side.

Please note that the cancellation was not related to the player’s account status, verification, or eligibility for withdrawal. Once a new withdrawal request is submitted, it can be processed accordingly.

We apologize for the inconvenience caused by the payment provider issue and remain available to assist further if needed.

-The CandyBet Team

The thing is the only 2 payment methods for withdrawal is by VISA which doesnt work or to a bank account but it asks for a bank clearing ID which we dont have in Australia. Theres no other methods to withdrawal? I have deposited via Netella but it doesnt allow me to withdrawal via Netella.

Thank you both for replies,

Deedee12345,

• Did you initiate a new withdrawal request using an alternative method after the casino’s explanation?
• Could you please advise whether you have been informed about any alternative methods to withdraw your winnings?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Hello!

Thank you for your message.

Please note that for bank transfer withdrawals in Australia, the required banking details should be entered as follows:

Account number — must contain 5 to 9 digits only

Bank clearing system code — must always be entered as AUBSB

Bank clearing system ID — this is your 6-digit BSB number/code

The BSB is a standard banking identifier used in Australia and can usually be found in your online banking app, bank statements, or by contacting your bank directly.

Please ensure the details are entered exactly in this format and try submitting the withdrawal request again.

-The CandyBet Team

Yes i have tried this and its saying bank clearing system ID needs to be 9 digits long

I have just tried again with adding 000 infront of the bsb to make the 9 digits will see if this works

I have just been informed by bank that adding 000 to make a bank clearing ID 9 digits wont work. And that the bank clearing ID is our BSB in Australia which is only 6 digits so not sure why candybet system is saying the bank clearing ID needs to be 9 digits long

Dear Deedee12345

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 Hadi (hadi.a@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,

Petra

Dear Deedee12345,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from CandyBet.eu Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear CandyBet.eu Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Hello!

First of all, we would like to sincerely apologize for the delays experienced with the player’s withdrawal request.

At the moment, there appears to be an issue on the payment processor side which is affecting the normal processing flow. Our team is actively investigating the matter together with the provider in order to identify the exact cause and resolve it as soon as possible.

Please rest assured that the case is being monitored closely, and we are doing everything possible to restore normal processing times and complete the withdrawal without further unnecessary delay.

We appreciate your patience and understanding while this matter is being addressed.

-The CandyBet Team

Ok, please keep me updated

Hello!

Dear Player and Casino Guru Team,

Thank you for your patience.

In order to help proceed with the withdrawal process more smoothly, we would kindly like to ask the player whether it would be possible to use one of the following alternative withdrawal methods instead:

Skrill

Neteller

Please let us know if any of these methods are available and convenient for you, so we can further assist accordingly.

-The CandyBet Team

The option for skrill or netella doesnt show up in the withdrawal options otherwise i would use that.

And i have previously used netella as a deposit but it wont give me that option to withdrawal that way

Hello!

Can we please ask you to take a screenshot of the page where you see the withdrawal options available?

-The CandyBet Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Deedee12345,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Hadi