Savanna Wins Casino - Player’s withdrawal is delayed.

I made a withdrawal request on the 24th of August,which was processed on the 29th of August stating that it was approved and could take 5 -21 buisness days.

I have waited patiently ,I have contacted them on a couple of occasions to clarify what's happening where I'm told that they cannot tell me when, but it could take upto 21 buisness days,then chat closes down

After 21 buisness days chatted again where he said he would email team to find out about delay,I emailed them myself and no responseas of yet ,I'm still being patient and hoping it will get resolved but I'm losing hope and feel like I'm going in circles ,seeing another complaint similar on casino guru as made me believe this ,can you help?

Dear gjeff333,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Savanna Wins Casino.

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

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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,

Tomas

Hi Tomas,

This was my first withdrawal from the casino,but I have deposit on 3 separate occasions.

My account details have been verified ,but I haven't proven anything with a form of I.D as I haven't been asked to provide at this moment.

I did deposit and there was a bonus with that ,so I think more than likely a bonus as i remember it being alot of wagering high I completed.

At this moment it's still processing on my account that hasn't changed for the duration,I had an email saying its processed and approved my financial team.

As it stands currently I'm still.in contact with them,They have responded to the query and said they are looking into the matter and apologise for delay,but I think maybe just a tactic to keep me waiting!!

Should I email asking them about KYC and offer my I.D, I have no problem just surely that's their job?

Thank you very much, gjeff333, 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. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi gjeff333,

My name is Romi, and I will be in charge of your case from now on. I would now like to invite the Savanna Wins Casino representative into this conversation.

Dear Captain Savanna Wins Casino,

Could you please provide more information about this case to clarify the situation?

Thank You in advance.

Romi

i,Thankyou Romi for assisting, I have emailed them directly and had a reply saying they are awful sorry for the delay ,as they have a backlog of transactions and security measures to adhere to.The are personally going to see what the delay is?

I have sent KYC information in the form of a provisional license (uk) and a bank statement.

I just feel like I'm getting automotive generic replies and no personal customer support that can assist me on the specific matter in hand,just a big roundabout of we trying and it's the constant of the company,said 3 days on advertising.

I'm frustrated to say,but I do appreciate your help on the matter Thankyou

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 gjeff333,

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