Old Havana Casino - Player’s withdrawal of winnings is delayed.

I’ve been waiting 3 weeks for my withdrawal of $990. I’ve been told it’s been "approved" and would be sent out with next round of payments, that was 9 days ago. I’ve emailed support, tried live chat (who seem bothered that I’m even asking them anything) and keep getting told it’s approved and should have it soon.. now for the last 5 days or so I’ve lost contact and the withdrawl department won’t even respond at all to me.. I’m fully verified, won this with a cash deposit and seemingly am being bamboozled & given the run around. I need help and somebody to hold them accountable, please if there’s anything you can do

Dear nikkod1244,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but three weeks is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

The withdrawl shows pending on my account still, as you can see in attached image the withdrawl department says my cashout was approved and should be sent soon that they had sent it to their "payment processor " it’s been an full week since they told me that and still haven’t received confirmation. So to answer your question, i actually have been advised I should recieve my winnings and they have already been sent out for processing to me.

Thank you very much, nikkod1244, for providing all the necessary information. I will now transfer your complaint to my colleague Katarína (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear nikkod1244, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact Old Havana Casino outside this complaint thread and let you know any new information once I receive it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear nikkod1244,

I hope you are having a nice day.

I would like to inform you that the Old Havana Casino informed me that the payment of 990 was sent to your preferred payment method. Please let us know whether you have received your funds. I will keep this thread open until then.

Dear nikkod1244,

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.

Dear all,

Unfortunately, we’re forced to reject this case because nikkod1244 has stopped responding to our messages and questions. Without nikkod1244 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.