Savanna Wins Casino - Player’s withdrawal is delayed.

I deposited several times and won a total of £950. I opted to withdraw this, completed a withdrawal request and completed the ID checks which have been passed.

I checked in regarding timeframes for withdrawal and was told up to 21 working days. It’s now 24 working days and all I am getting from them via chat function is standard responses regarding checks and delays.

I have also tried emailing them but get standard "stock" responses stating the above timeframes. They are unable to provide an updated timeframe - are they expecting me to wait years for this money?

I feel I am being fobbed off and believe they are hopefully I’ll just change my mind and cancel the withdrawal to gamble the money again.

I request support to obtain my winnings.

thank you

Dear Houseoflewisham5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Hi Dominika - firstly, thank you for your help.

In response to your questions.

Have you made any successful withdrawals before? No, I had never withdrawn before.

Could you please confirm that you have passed the KYC verification? Yes, I have email proof I completed ID verification.

Did you accumulate your winnings with or without an active bonus? No bonus was used.

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here. I will email you all screenshots I have of correspondence now. I will also try to post them here for your ease of reference.

thank you for helping me get my money 🙂

Dear Houseoflewisham5, have you received the withdrawal, please?

No. No response from them at all. No progress has been made. Is there anything you can do?

I’ve just messaged them on the chat facility …. Same standard responses

Thank you very much, Houseoflewisham5, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello Houseoflewisham5,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Savanna Wins Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Thanks Michal

I see we continue to wait for the casino to respond. I’m not holding out much hope!

what options do we have if they don’t respond?

kind regards

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.

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,

Michal V