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I am getting the same responses from customer service. My withdrawal is either with compliance or game provider, depending upon the day.

i made a successful withdrawal from this casino in December, and paid within 24 hours so I was encouraged to continue depositing and playing here, but seems they are not paying this time. But they had no problem taking all my deposits.

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Dear Reebat,

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

Dear Reebat,

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.

Still have not received withdrawal and continue to get the same excuses.

Another day and still no update. Same replies

Dear Reebat, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Yes I have received withdrawals from them and always either right away and never more than 24 hours.

Yes have passed KYC.

Yes I used a bonus and met all requirements.

I only played slots and always play the same games.

I have sent you an email with all the attachments.

This is the same response I’ve been receiving since Jan 10

"Compliance team waiting on a final confirmation from game provider"

here is the latest from them:

More responses:

Hello Reebat,

Thank you for the information and screenshots provided.

To help us proceed, could you please clarify the following:

1. Has the casino requested any additional documents or actions from you that are still pending on your side, or have they only stated that the case is waiting on the compliance/game provider review?
2. Do you currently see the $2,000 withdrawal marked as pending or approved in your account, and if possible, could you confirm the exact date when the withdrawal was submitted?

Once we have this clarification, we will be able to move forward with the next steps.

Kind regards,

Karla

They are not requesting anything. As you can see KYC is verified. I have received withdrawals from them.

Yes, withdrawal from Jan 10 still showing pending as in photo.

Dear Reebat,

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,Barborka (barbora.p@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,

Karla Mayfly

Hello Reebat,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward. As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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 player

We understand why you’re upset want to assure you that we don’t take that lightly.

Your withdrawal request is still under review with our Compliance team. In some cases, additional checks are required before a payment can be finalized, and unfortunately those reviews can take longer than anyone would like. What’s important to clarify is that your withdrawal has not been denied or cancelled. It is simply pending completion of the review process.

We are actively following up internally to move this forward. We know you’ve been waiting, and we’re not ignoring the situation. As soon as the review is completed, you will receive a direct update.

Dear Slot Bunny Casino Team,

Thank you for your response.

While we understand that reviews may require additional time, the withdrawal has been pending since January 10, which exceeds reasonable processing timeframes.

Could you please clarify:

• What review or check is currently causing the delay

• An estimated timeframe for completion

• Confirmation whether any further action is required from the player

We appreciate your cooperation and look forward to your clarification.

Hey Reebat,

First off, we're really sorry for the holdup, and we genuinely appreciate you sticking with us through the wait.

Your withdrawal is currently going through enhanced verification as part of our compliance process. Essentially we need to make sure everything checks out on our end - both with our compliance team and with our payment processor - before we can release the funds.

Your account triggered some additional verification checks (this happens with certain transaction amounts and account activity patterns). Next, our payment processor requires their own validation before processing. Also, we're completing standard AML (Anti-Money Laundering) compliance checks, which are mandatory for all withdrawals above certain thresholds

We're aiming to have everything wrapped up as soon as we can. We'll keep you updated, and please know that we're doing everything we can to get this sorted for you asap.

Dear Slot Bunny Casino Team,

Thank you for your response.

While we understand that enhanced verification and AML checks may be required, the withdrawal has been pending since January 10, which exceeds a reasonable timeframe.

The player has passed KYC, previously received withdrawals, and has not been asked to provide any additional documents.

Could you please provide:

• A specific reason for the delay

• Confirmation whether anything is required from the player

• A clear estimated timeframe for completion

We appreciate your cooperation and look forward to your prompt clarification.

Thank you for giving us the opportunity to review the case in detail.

After conducting a comprehensive internal investigation, we can confirm that the player’s outstanding balance will be paid in full. Our priority is to ensure the player receives all legitimately obtained winnings, and the withdrawal has now been approved.

During our review, we identified historical activity on the account that is consistent with bonus-abuse patterns and breaches our promotional terms and conditions. As a result, and in line with our internal policies that are applied consistently across all accounts, the player’s account will be permanently closed following the completion of the payout.

This measure is purely preventative and relates to the long-term integrity and sustainability of our bonus system rather than the specific withdrawal request, which, as mentioned above, will be honoured in full.

We hope this clarifies our position. Please let us know if any further information or documentation is required from our side.

Dear Slot Bunny Casino Team,

Thank you for your clarification and for confirming that the player’s outstanding balance will be paid in full.

We appreciate your decision to honour the withdrawal. Kindly confirm once the payment has been successfully processed.

Regarding the permanent account closure due to alleged bonus abuse, we understand that casinos reserve the right to restrict accounts based on internal policies. As the current withdrawal will be paid in full, we consider the payout matter resolved pending confirmation of receipt.

Dear Reebat,

Please let us know as soon as the funds are received so we can proceed accordingly.

Ok. Still showing pending, and customer service advised it’s not approved yet. Hopefully it will be soon. Also not sure how I abused bonus. They offer daily bonuses and I also made non bonus deposits. Anyway thanks for your help. I will advise as soon as I receive payment.

Finally received my funds today. Thank you so much.

Hello Reebat,

Thank you for the update, and I’m glad to hear that you have finally received your funds.

Could you please confirm whether the full withdrawal amount of $2,000 has been successfully paid to you?

Once we receive your confirmation that the payment has been completed in full, we will be able to proceed with closing this complaint as resolved.

Thank you for your cooperation.

Yes full payment was received.

Thank you again.

Dear Reebat,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system.

Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Barbora Pallas

Casino.Guru