HappiStar Casino - Player’s winnings haven’t been received yet.

I have opened this casino and made two deposits on 25th July and 29th July ..they have taken my deposit so i contacted their customer support for verification so they told me i just need to submit my aadhar card for kyc which i did ..it was verified and the chat agent told me i won't face any issue .

Now i joined the sports tournament and won . So i requested for rs1700 withdrawal which they told me it will be processed with 30 to 60 mins but they are asking for further verification like selfie with photo id .. they also told me they don't take masked aadhar as photo id later i told masked aadhar card is national Id accepted every.

So after few times they verified the aadhar but they asked me to give bank statement from my last two deposits ..

I made the deposit to that casino from my brother's bank account upi . The yy accepted the payment ,allow me to wasting my money once everything i deposited got lost in game . But i won sports tournament in their website wh which gives me rs1800.. when i tried to withdraw they asked me for last two deposits should be from my bank account ..if they accepted the money , why they are not allowing. I verified my account way before my deposit still they are creating issue ..they are not giving me any solution ..how to withdraw as money was real . If they had ewallet deposit i would have deposited from my ewallet but they got limited deposit options and they did accept my deposit as money got credited in my happister casino account. Now they didn't give any solution . Like i need to do one basic deposit from my own account and get verified first which will be more courtesy.

Dear rakeshsingha1991,

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

They processed winning on the same day as they told me .i can do the simple basic deposit from my bank acct and ready to send the statement but they are not giving any option or alternate solution for my kyc issue ..earlier they have told me it was verified .

They are saying they don't allow deposit and withdrawal from others bank account ..i wouldnt understand how did they accepted my deposit on 25th July which was made from my brother's bank .. if they accepted my deposit then they should allow me the withdrawal or returned my money which was deposited .

Thank you for your reply, rakeshsingha1991. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you for your help as i told them that i made the complaint at casino guru after the very moment they process my withdrawal and i got my winning thank you .

Awesome news, rakeshsingha1991. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.