The player from Australia has been waiting for her withdrawal for 5 weeks. We rejected the complaint because the player didn't respond to our messages and questions.
The player from Australia has been waiting for her withdrawal for 5 weeks. We rejected the complaint because the player didn't respond to our messages and questions.
The player from Australia has been waiting for her withdrawal for 5 weeks. We rejected the complaint because the player didn't respond to our messages and questions.
Hi I have made two previous withdrawals from pokies place. They are not disputing I met all the bonus conditions and playthrough they just won't allow me to withdraw. It's been 5 weeks now and I have spoke with them at least twice a week and they just keep on saying there is a problem with their withdrawals at the moment to be patient and eventually I will get my money. But I'm just getting the runaround off them I do not believe they intend to pay me at all . I am fighting for my life with a terrible illness and this money would have been such a help I just feel so let down by them.
Hi I have made two previous withdrawals from pokies place. They are not disputing I met all the bonus conditions and playthrough they just won't allow me to withdraw. It's been 5 weeks now and I have spoke with them at least twice a week and they just keep on saying there is a problem with their withdrawals at the moment to be patient and eventually I will get my money. But I'm just getting the runaround off them I do not believe they intend to pay me at all . I am fighting for my life with a terrible illness and this money would have been such a help I just feel so let down by them.
Hello Anita,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
Hello Anita,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.
Hi I emailed back to you u hope U got it Anita W***
Hi I emailed back to you u hope U got it Anita W***
It seems that it is on the right track. Please, keep us updated and let us know if there is anything new so we can continue resolving this case accordingly. By the way, I haven't received any emails from you. Did you send them to kristina.s@casino.guru?
It seems that it is on the right track. Please, keep us updated and let us know if there is anything new so we can continue resolving this case accordingly. By the way, I haven't received any emails from you. Did you send them to kristina.s@casino.guru?
Well I knew it was too good to be true. Now pokies place have told me my licence that I was verified with 12 months ago has expired so even though you get fully verified at this casino they keep asking U for more documents. I could understand if my licence was out of date when I was verified 12 months ago but to have to keep submitting new ones? It's getting beyond rediculous and blatantly holding up a withdrawal that I've already waited 7 weeks to get. My licence would have been well I date when I began this fiasco. Regards Anita W***
Well I knew it was too good to be true. Now pokies place have told me my licence that I was verified with 12 months ago has expired so even though you get fully verified at this casino they keep asking U for more documents. I could understand if my licence was out of date when I was verified 12 months ago but to have to keep submitting new ones? It's getting beyond rediculous and blatantly holding up a withdrawal that I've already waited 7 weeks to get. My licence would have been well I date when I began this fiasco. Regards Anita W***
Thank you for the update, Anita. Casinos can ask for additional (or updated) documents if the verification process was performed a long time ago, or some of the player's information changed. Could you please confirm that you provided the required document? If not, I would recommend you to do so as soon as possible.
Thank you for the update, Anita. Casinos can ask for additional (or updated) documents if the verification process was performed a long time ago, or some of the player's information changed. Could you please confirm that you provided the required document? If not, I would recommend you to do so as soon as possible.
Hi Krista yes I have given them the required doc. So let's see now
Hi Krista yes I have given them the required doc. So let's see now
Great, let's wait for a few more days. Please, keep us updated.
Great, let's wait for a few more days. Please, keep us updated.
Dear Anita,
Has there been any news? 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.
Dear Anita,
Has there been any news? 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.
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.