Sushi Casino - Player's withdrawal request has been refused.

I requested a withdrawal, but it's being refused on the grounds that the method I selected is different from the deposit method. However, my deposit was made via pix, and they don't accept withdrawals via pix.

Dear guisseveriano,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Sushi Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Has the casino suggested any further possible steps for you?

Could you kindly confirm if you passed the full KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Could you please advise if you have been informed of any alternative method of withdrawing your winnings? Did the casino suggest other possible steps for you?

He said that I have to make a new deposit through Skrill (the option I chose to withdraw) to be able to withdraw my funds that are there.

Could you confirm that you have passed the full KYC verification? I did the full validation

Have you made a Skrill deposit as suggested by the casino?

Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

I didn't do it because I don't have any more money. I have already sent a screenshot of my Skrill account as requested.

Please understand that it is important to deposit with an alternative payment method to verify that the payment method truly belongs to you. If you do not agree with making a deposit, I am afraid we are unable to help you.

I made the deposit 3 business days ago and they still didn't pay me.

They canceled my withdrawal, I already sent all the requested prints and they still refused the withdrawal

Please send me all the communication between you and the casino that could be relevant to your case. My email address is veronika.l@casino.guru. Thank you.

Good morning, I sent you by email

Thank you very much, guisseveriano, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello guisseveriano,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Sushi Casino to join the conversation.

Dear Sushi Casino,

Could you kindly furnish us with some details regarding the delay in processing the player's withdrawal? The player has completed the "payment method verification deposit" through Skrill, as requested earlier. When can we expect the player's withdrawal to be processed?

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.

We would like to address the recent complaint regarding a delayed withdrawal experienced by one of our players.

We are pleased to inform you that the issue has been successfully resolved, and the withdrawal has been processed. We apologize for any inconvenience caused by the delay in processing the transaction.

Please be aware that in some cases, additional steps are required to ensure the security and integrity of our withdrawal process. While we understand the frustration this may cause, these measures are essential to safeguard both our players and our platform.

We deeply regret any inconvenience experienced by the player and appreciate their patience and understanding throughout this process.

If you require any further information or assistance, please do not hesitate to contact us directly.

Thank you for your attention to this matter.

Best regards,

Sushi Support Team

Thank you for the response, Sushi Support Team.

I'm glad the situation has been clarified and you have processed the player's withdrawal.

Dear guisseveriano,

According to the response from the Sushi Support Team, your withdrawal has been processed. If you haven't received the funds yet, I believe you should receive them soon. Please let me know once you've received them, so we can consider your complaint resolved.

Dear guisseveriano,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear guisseveriano,

Although it seems as though this issue has been clarified and you should have received your withdrawal as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us guisseveriano if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru