Instant Casino - Withdrawal of player's winnings has been delayed.

I withdrew the money and it was accepted, I still have not got the money. they told me to contact my bank which I did and they've said they cannot see any funds and asked my to request a transition number/code so they could locate and track the funds for me, which the casino has refused to give. they've told me they will contact me via email but its now been over a week. There is nothing instant about this casino like they claim. the live chat feature just tells me to wait for a email. I honestly feel like this is going round in circles and would appreciate any help I can get. I also emailed their complaints department and have heard nothing back.

Dear dylanholloway27,

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.

So the funds were "released" to myself on Friday 1/11. As my account is already fully verified, I will wait until Friday and reply once again, I am really hoping the funds do go into my bank at some point.

i need help changing my withdrawel details as the casino is not helping me, it’s. A problem Becuase I switched bank account and I’ve contacted both bank accounts and the money has bounced bank into the casinos account as they do not switch international transfers. I’ve sent the casino this message "Neither bank has recieved the funds, I need you to please contact your bank as I’ve just been informed as I’ve switched bank the money wouldn’t have gone through it would’ve just bounced back into your bank account, please switch my details for withdrawel to: 

Hi. Here are my account details. Name on the account: Dylan H***** IBAN: GB90LOYD7749*****68 BIC/SWIFT: LOYD****6 I really hope we can get this sorted and I appreciate your help. Kind regards"

Dear dylanholloway27,

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.

Hello, I was provided with a swift code to contact my bank, I contacted both banks as I switched from Santander to Lloyds, neither can trace the payment nor has any payment inbound, Santander also let me know I’m their policy they do not direct incoming international payments to the switched bank, it will simply bounce back to the senders bank as the account is now closed. I’ve explained this to the casino to get them to chase their bank to recover the funds, and sent them my new details to send this to me new account. But the casino simply doesn’t ever reply. The contact is terrible. I really doubt I’ll ever see my money, which is a shame.

Dear dylanholloway27,

I hope this message finds you well. Would you kindly forward the correspondence with your bank, as well as any communication between you and the casino, to nikolas.b@casino.guru for further review?

Thank you in advance for your assistance. I look forward to your reply.

Best regards,

Nick

The bank conversation happened over the phone, they couldn’t see any transactions going in.

The casino is replying and at the moment I am waiting for an email, they have got into contact with their bank so hopefully I will hear from them soon, if not I will get back in touch so please keep this feed open.

Hello,

I do need help. The casino has not emailed me with anything for the past week. The last email was that they were getting their bank to investigate it and that they would email me.

but as we both know it wouldn’t take this long, and everytime I ask for an update they just reply "we will send you an update when we know anything, sorry for the inconvenience"

this is a joke.

Dear dylanholloway27,

If there is no relevant communication between you and the casino which you can provide, can you at least forward the communication between you and the casino regarding this case to nikolas.b@casino.guru for further review?

Looking forward to your response.

Regards,

Nick