The player from Ontario had requested a withdrawal less than two weeks prior to submitting her complaint. Her money hadn't been received yet. The Complaints Team advised her that withdrawal processing could take up to two weeks and suggested patience. If the player's account was verified and the withdrawal approved but not received within 14 days, the team would intervene. The player later confirmed that she received her withdrawal through a different method and the issue was resolved. The complaint was then marked as 'resolved' by the team.
Space Lilly Casino - Player believes that their withdrawal has been delayed.
Amount: Can$900
Space Lilly Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
First time I requested a withdrawal was on the 24th, canceled, requested again on the 26th, canceled. They said it was the payment provider that canceled my withdrawal ,I requested a third time on the 28th. Live agents can't help me. The financial department won't reply back to my emails now. I messaged gigadat and they told me they can not cancel my withdrawal without my consent and they haven't received a request from me so that tells me the casino is lying to me and refuse to pay me my winnings. I don't play with welcome bonuses ever. I just want my money so I can close my account with these people. I do have the emails, but I'm not sure how to send them through here.
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3 months ago
Dear miniflexana,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 months ago
Yes I have. I tried a different withdrawal method and received it today. Thank you
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3 months ago
Dear miniflexana,
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,
Kristina
Casino.Guru
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