KheloStar Casino - Player's withdrawal has not been received.

Hi Team, I had made a withdrawal from Khelostar Casino on 29th January,2024 and my withdrawal was made successful on the same day but till now I have not received my money credited to my bank account. And when I am contacting him on live chat, even there he is not responding properly. They made my withdrawal successful without sending any amount. After asking many questions on live chat, they copy paste only one message, that we do not have any update right now. And they send the same message again and again. I am being harassed for many days. I request you to please help me and get my winnings back. My Gaming Username: R*** and Player ID: 239***

Dear Raviraj0,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

You can go to their website and read it or read it on any other website also that -There are three types of steps, first pending, second processing and third successful which are used for deposit and withdrawal.They made my withdrawal successful without sending any money so it shows that money has been sent from their side which I have not received. If they had to do any kind of verification, they could have put my withdrawal in pending or processing but they did not do so and neither are they giving any kind of reply properly on live chat. I have played on many casino sites and I have complete proper knowledge about this thing. And as far as I know, you will also have knowledge and experience in this matter. If they had at least said on live chat that your withdrawal will come to you in so many days then I would have waited but they are not saying anything there. Every casino platform gives a timeline and timeframe on everything but they are doing everything as per their wish, you can read their terms & conditions yourself, it is not written there as well as they are doing it. Nor does it give any updates on live chat. Now how will I know and who told me where my withdrawal is. And yes, there is no condition of 14 days from their side, if they send the money and the withdrawal is successful then within some time the money is deposited in the bank account from their side. Those of my friends who play on their site, after the withdrawal is successful, the money comes to the bank account instantly or within 5 minutes but this did not happen in my case. I am telling you again that I would not have any kind of objection if my withdrawal was pending and processing and I would have waited for as long as they say. But they are not saying anything or giving any kind of update, on top of that they made my withdrawal successful.

I understand the process of paying the players out. However, sometimes the withdrawals take longer to appear in your account due to the reasons I mentioned in my first reply.

Could you please advise if you received your winnings yet?

Dear Proraj777,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.