Space Lilly Casino - Pelaajan kotiutus viivästyy ja viestintä on puutteellista.

This is my third withdrawal in the last 4 weeks. They used to payout within 24 hours and the website says up to 48 minutes. I had to wait 8 days for two different withdrawals and am currently on day 11 waiting for 2 more. There is no communication at all, the finance department and support have ignored all 8 of my emails in the last month. My deposit and withdrawal methods are consistent and verified, I don't use bonuses and have not reached any limits or restrictions. They should be updating their websites withdrawal timeframes to indicate they are now the slowest paying casino not still falsely claiming up to 48 minutes to withdrawal via bitcoin.

So disrespectful not communicating or explaining why the delay, or giving ETA on when the $4000 will be processed

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Space Lilly Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• How long have you been a player at this casino, please?
• Could you please confirm that you have passed the KYC verification? 
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 

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. 

Best regards, 

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi

I have played here for at least 8 years. My account is verified. My withdrawal says in progress and has said that for the last 12 days.the photo shows all my withdrawals over the last few months including the top two in progress the rest are completed most only took 12 hours except the last 2 or 3 which took 8 days. With no reason why

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Jlouise,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru

We have received a confirmation from the player that the final withdrawal request was successfully processed. We will now change the status of this complaint to match the accurate status.

Dear Jlouise,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. Thank you for the confirmation and for the information provided.

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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru