HomeComplaintsSherbet Casino - Player experiences delay in withdrawal.

Sherbet Casino - Player experiences delay in withdrawal.

Amount: $30

Sherbet Casino
Safety Index:High
Submitted: 26 Sep 2023 | Resolved : 11 Dec 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

11 months ago

The player from Japan had faced difficulties with his withdrawal request at an online casino. Despite having passed the KYC verification and not having used any active bonuses, his withdrawal had been delayed for two months. He had contacted the casino's support, but the issue had remained unresolved. We had intervened and contacted the casino on his behalf. Initially, there was no response from the casino, so the complaint had been marked as unresolved. However, after reopening the complaint at the casino's request, the player confirmed that he had received his winnings. The casino had contacted him and resolved the issue promptly. Consequently, we had marked the complaint as resolved.

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1 year ago
Translation

I submitted a withdrawal request on July 12th, but support has left my issue hanging, saying they raised it to a supervisor. I asked support again on September 26th but still received the same response.

Automatic translation:
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1 year ago

Dear casio,

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 from the casino in the past? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with an active 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


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1 year ago
Translation

This is my first time applying for a withdrawal. No success yet.

kyc has passed.

Active bonuses are not used.

Automatic translation:
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1 year ago

Have you received any communication from the casino with an explanation of why your withdrawal is delayed?

Please send me the communication you received from the casino to my email at tomas@casino.guru

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1 year ago
Translation

Dear Thomas,

I'm sending it to your email.

Automatic translation:
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1 year ago

Thank you very much, casio, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

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1 year ago

Hi casio,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.


Dear Sherbet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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1 year ago

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.

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1 year ago

Dear casio,

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. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com or via the "Contact" button on their website http://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

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11 months ago

We’ve reopened this complaint at the request of Sherbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.


Dear casio, we've been informed by the casino representative, that you have been in touch and managed to resolve the problem. Would you please confirm, if you have finally received your winnings from the casino?

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11 months ago
Translation

The prize money was deposited yesterday.

After being contacted by the casino,

They responded politely and quickly.

Thank you to the person in charge.

Automatic translation:
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11 months ago

Dear casio,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru

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