Dexsport.io Casino - Pelaajan kotiutus on viivästynyt.

I submitted two withdrawal requests yesterday, but they are still pending and the funds have not been withdrawn.

Also, I tried to contact support about this issue, but I couldn't access the support chat button, so I'm unable to contact support.

I'm in a lot of trouble.

Thank you for your help.

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Dear aya.123,

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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of 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

Petra

Understood.

I submitted a withdrawal request on March 14th, so if the withdrawal hasn't been processed by March 28th, I will contact you again.

Also, this casino's website has a support chat button, but I can't press it.

I also sent an inquiry email, but I haven't received a reply yet.

Dear aya.123,

Thank you for your reply and for providing the previous details. I have set the timer for 8 days, until 28th March.

Besides that, are there any updates regarding your withdrawals?

Thank you again for your cooperation.

Dear aya.123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you for your reply.

There has been no change since then.

The withdrawal history is still showing as "in progress" and has not been completed.

The withdrawal remains pending.

Also, I cannot contact customer support by clicking on "support chat."

Furthermore, I have sent emails but have not received a reply, which is causing me trouble.

I would appreciate any assistance you can offer.

Thank you.

Dear aya.123,

Thank you very much for clarification. 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

Thank you for your reply.

I will answer the following questions.

Thank you.

Have you ever successfully withdrawn funds in the past?

→No. This is my first withdrawal request.

Have you completed KYC verification?

→No. I couldn't find the KYC verification page on the casino's website. I sent an email but haven't received a reply, so I'm unable to contact the casino.

Did you accumulate winnings while a bonus was active?

→I did not use a bonus.

Thank you.

Thank you for your reply and for providing the previous details, aya.123.

• Which payment method did you choose to withdraw your winnings? Was it the same one you used for the Deposit?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I requested payment of my winnings in USDT. I also made the deposit in USDT.

I sent the attached email to the casino, but I haven't received a reply.

I'm unable to contact support via chat, and I don't know how to contact the casino.

Any help would be greatly appreciated.

Thank you.

Dear aya.123

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 Lucia (lucia.s@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

Hello aya.123,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

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.

Dear aya.123,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Authority by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S

We reopened the complaint after the player informed us that he was able to log in his casino account using a different device and access the support chat.

After contacting support via chat regarding the withdrawal being on hold, the withdrawal was processed immediately.

As the issue has now been resolved, we have closed the complaint as resolved.