SaharaSands Casino - Player’s withdrawal has been delayed.

I won 1000 Feb 2 2022. Documents for withdrawal approved Feb 8 2022. The said 18 days to receive payment. Now when I ask about it they say they will contact the manager just speed up the process. My user id is nanann1981. I deposit 100 with a no wager bonus. I actually won 1500 but could only cash out 1000. They said I would lose the other 500 so I just played it off.

Dear nanann1981,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that this was your first withdrawal attempt? Have you received any confirmation regarding successful KYC verification

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

Thank you very much for your reply, nanann1981. Could you please advise whether you accumulated your winnings with or without an active bonus? What payment method to withdraw your winnings have you opted for?

It was a no 250% wager bonus, I do believe. I deposited $104 thru Bitcoin.

Thank you very much nanann1981 for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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 soon.

Hello nanann1981,

I looked at your complaint and will do my best to help you. I would like to invite SaharaSands Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

I won, I sent in my id and proof of address, I met requirements to withdraw. They told me 18 business and I would get my withdrawal and I am still waiting on a Bitcoin deposit in my account

 won 1000 Feb 2 2022. Documents for withdrawal approved Feb 8 2022. The said 18 days to receive payment. Now when I ask about it they say they will contact the manager just speed up the process. My user id is nanann1981. I deposit 100 with a no wager bonus. I actually won 1500 but could only cash out 1000. They said I would lose the other 500 so I just played it off.

We would like to ask the SaharaSands 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’.

I received this email this morning

Dear nanann1981,

I'll set an additional timer for 7 days. Let me know if you'll receive your money, please. If not I'm afraid I will be forced to close the complaint as unresolved.

Okay, I was a good try. Thanks even if we don't get anything accomplished.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.