Kaulana Casino - Player’s withdrawal has never reached her bank account.

On the 15th of July I withdrew $2000AUD and it was successfully "processed" via wire transfer, however the funds are still not showing in bank account. Terms and conditions state 3-5 business days and a maximum of up-to 10 business days for wire transfer withdrawals. It's been 13 business days. I've called my bank twice and spoken to the global transfers department who have said absolutely no wire transfer has come through to my account. My bank have not returned one nor have one on hold. I have also been in touch with kahuna casino via email but have been waiting for days for a reply from the finance team.

Dear Alesha,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it were your first withdrawal attempt in this casino? Have you received any payment receipt or a reference number for the transaction from the casino? If yes, please forward it to petronela.k@casino.guru.

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, especially if it’s your first withdrawal. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Alesha,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi, it was not the first withdrawal via wire transfer. Every other time it processed. But this time being the highest amount I've tried to withdraw all of a sudden they don't want to pay. The casino tried to say my bank didn't accept this transfer so the casino credited it back in the casino account. I called my bank and spoke to someone in global transfers and they've told me no wire transfer was even made to my account. So then I had to make a new wire transfer on 5/8 and I'm still waiting for the money.

Dear Alesha,

I fully understand your frustration but please allow it a little bit more time. If there’s no update by the end of next week, we will get involved. Thank you very much for your patience and understanding.

Thanks for your help I'll give you an update end of next week. It's now been over a month since making the first attempt at withdrawing

Let’s stay positive and wait for good news and winnings. I will set the timer for 7 days and expect your update in the following days. Thank you in advance, Alesha.

Dear Alesha,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Yes received today.. Finally.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Alesha, for your cooperation and confirmation and please 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.

Best regards,

Petronela

Casino.Guru