Savanna Wins Casino - Player's withdrawal has been delayed.

Played for a bit and won £400. It was paid out around 8 days later so played a bit more. Won £2500 and it's now been nearly 2 months and they haven't paid out. Getting generic responses from the live chat saying they apologise but they are dealing with a high volume of requests and withdrawals go through rigorous checks. I haven't used any bonus at all. The bank give 120 days but I'm contemplating doing a charge back for all the money deposited.

Dear Poneill351,

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

Please be aware that threatening chargebacks can be considered a breach of casino rules and engaging in chargebacks can result in serious consequences not only with this particular gambling establishment but also with other establishments in the future. I would avoid this option unless there are no options left for you.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• 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?
• Could you please share a screenshot of your withdrawal request with the status visible?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

My account has been verified. I have put in a withdrawal request on the 19th October and the status states 'in progress'

Thank you very much, Poneill351, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Savanna Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear Poneill351,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Savanna Wins Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Savanna Wins Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 Poneill351,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Romi