Surge Casino - general discussion

If you want to discuss anything related to Surge Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Hi I’m trying to get my withdrawal from surge casino I submitted it 5 days ago it got rejected the reason being they needed to do more checks and they will email me once it’s been done but I haven’t heard back from them I’m fully verified but a bit concerned can you help me in someway please

Hi, yes, we can certainly try to help you.

However, I would probably wait a little longer for now. I do have one question: what exactly is the casino checking, according to what they told you?

Are they reviewing the withdrawal you requested, or are you going through some kind of verification process and had to submit documents to the casino? Or is it something else?

Feel free to let me know, and we can see how the situation develops.

I would also like to mention that we give casinos 14 days to complete the process, whether it is verification or a withdrawal. If the process is still not completed after that period, we can then try to help you with the situation.

What do you think?

Oh ok I can wait a bit longer then thanks for that and they are doing better checks and additional checks if required

Alright, we will wait.

But still I would like to know what is casino checking, can you give me answer to that?

They sent this to me via email.

The Compliance team is performing bet checks and additional checks may be required. We appreciate your patience before making your first withdrawal request.

You will be notified by email once the checks are complete.

Best Regards, Surge Support Team

Oh, sure. So based on what they’ve described, it seems that they’re conducting a gameplay check. Okay, let’s wait and see what they come back with and when they get in touch with you. But if it starts getting close to two weeks, I would probably take action and look into it further.

For now, let’s wait and hopefully the check will have a positive outcome and you’ll be able to withdraw your money.🙂

No worries I’ll keep you updated this time next week it will be 14 days so I’ll let you know in a few days

It’s going on 12 days now still haven’t heard anything back or got an email from them

Sure. From what I’ve seen, the casino has already been contacted by our team, so hopefully things will start moving forward soon. I’d really like to see that happen for you as well.

For now, though, we’ll have to wait a little longer, so hopefully you’ll have a positive update soon.

the same thing has happened to me, won 10k can only withdraw $1000 a day then it got rejected for the exact same reason, did you end up getting it?

Hi. I’m sorry to hear that.

From what I saw, the other player marked their complaint as resolved, so I assume they eventually received their money.

Could you tell me a bit more about your own situation? What exactly has the casino told you so far, and how long have you been waiting for your money?

Also, did you only have one withdrawal request and that one was rejected, or were there several withdrawals involved?

since Saturday the 5th of September till yesterday the 7th i made 3 withdrawals $1000 each totally $3000 with a full balance of 10k but only able to withdraw $1000 a day, i woke up this morning to 3 emails saying my withdrawals have been rejected for bet further bet checking. I can’t withdraw anything over $0.01c until my case is resolved, surge live chat and the support email are no help i got a response from the email today and it said

Thank you for your message.

We appreciate your patience and understand your concerns regarding the time required to complete the compliance review.

Please be advised that the necessary checks are still ongoing. Once the review has been completed, you will be notified by email accordingly.

We thank you for your continued understanding and patience while this process is being finalized.

Best Regards, Surge Support Team

If the casino is carrying out some kind of check on your withdrawals, gameplay, or anything else related to your account, then unfortunately there isn’t much to do except wait for them to finish.

This kind of situation isn’t unusual in casinos and it can happen quite often, especially when a player wins a larger amount of money like you did.

So for now, your withdrawals will likely remain pending until the review is completed. Hopefully, everything will then be resolved positively.

At this point, we simply have to wait and see what happens next.

No I didn’t after over 2 weeks waiting I just played off my winnings because there was no response and no help from support I gave in played off the winnings then never played there again

How long do we reckon they will take to do that?

That’s difficult for me to estimate. Sometimes these checks take two weeks, sometimes longer. It mainly depends on what exactly the casino is reviewing and how extensive the whole process is.

So for now, you really need to be patient and keep an eye on your complaint. Most importantly, try to see the whole process through to the end. That gives our complaint team the opportunity to properly assess what happened and whether the casino did anything wrong.

If, for example, you continue playing with the money and lose it, cancel the withdrawal, or something similar happens in the meantime, it can become much more difficult and sometimes almost impossible for us to help afterward. It can also prevent the original issue from being properly examined through the complaint process.

So even if it takes some time, try to stay patient and let the complaint run its course. Hopefully, in the end, the situation will be resolved.

out of everyone I know who uses the site this has only happened to me so far

I don’t think there’s anything particularly concerning about that. As I mentioned, these kinds of checks are quite common.

Try to be patient for now and let’s wait to see what the casino comes back with.

I deposited several times in total of 500$ and win up to 950$. I tried to withdrawal then I went to play a bonus which deduct a little so it was left with 900+ causing failure in withdrawal. "You need to complete the wagering requirements associated with the bonus you are currently subscribed to in order to withdraw funds from your account." It was processed less than 3 days. I understand this. 

Then, I performed a withdrawal of 900$ through bank transfer without any active bonus at 31 August. The status remained NEW until today of which it has been around 10 business days and still the same. I have asked the customer service several times across these days. They said let it wait 2-10 business days through email due to heavy workload. I have waited for it. They also said "We have forwarded it to the Payments Department for expedited processing, and they will notify you via email as soon as possible." This was on 9 September. No money has been sent to my bank account yet.