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My withdrawal hasn’t been accepted at all on the site . I’ve contacted them and keep getting same reply or no answer .

Dear Avery7,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Avery7,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

My withdrawal has been put back on account but now it’s saying I still have a pending withdrawal so still can’t withdraw . I’ve tried contacting support and account manager no reply

Dear Avery7, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

New issue now - the money has been credited back to account but I can’t withdraw as it’s still showing pending withdrawal . I’ve contacted supports loads of time no reply .

I’ve withdrawn successfully a number of times .

Hi I’ve gone on account and my money isn’t there now I have 0.21p balance and I don’t know why . I’m very upset about this and I don’t know what the lastest entry means I will attach it

Dear Avery7, have you received the £3,000 withdrawal or not at all?

Also, can you confirm whether the amount is still visible in your casino account, or completely gone?

Could you please provide a full screenshot of the withdrawal, including the reason or status message shown next to it?

Please note that I have not received any communication with the casino regarding this issue from you.

Dear Avery7,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.