The player from Hesse had submitted a withdrawal request of 170 Euros on August 1st, which was canceled on August 5th, requiring a paysafecard document despite prior verification. After uploading the required documents, the withdrawal remained pending with no updates from the support team, leaving the player frustrated. The Complaints Team had clarified that they typically allowed a two-week period for the casino to process withdrawals. However, after further communication, the player decided to close the complaint after the casino canceled the withdrawal again, citing issues with a bonus. The Complaints Team noted that affiliate-related complaints fell outside their mediation scope.
Sushi Casino - Player’s withdrawal request is delayed.
Amount: €170
Sushi Casino
Safety Index:HighSafety Index
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8.2
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Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
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4 months ago
Translation
I requested a withdrawal of 170 Euros on August 1st. On August 5th, it was canceled, and I was asked to submit a paysafecard document. My account had already been verified for a long time. I immediately uploaded the documents on August 5th. Now, a week later, on August 12th, nothing has happened. The withdrawal has been pending for 12 days, as shown in the screenshot. How is this possible? The support team keeps saying that they are contacting the finance department, but nothing happens. Not a thing. I hope you have contact with sushicsino and can inquire about what’s going on. Thank you.
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4 months ago
Dear wennertom,
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,
Dominika
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4 months ago
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The casino states that the processing time is 72 hours. Now it has been a total of 2 weeks. I am sure they also think that is far too long
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4 months ago
Look Screenshot please
so i wait now Not 72 Hours Like sehe Said. I wait 170 Hours. You really think thats ok?
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4 months ago
Thank you for your reply, wennertom. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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4 months ago
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As I said, it's 2 weeks. If they hadn't canceled
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4 months ago
Dear wennertom, the screenshot you provided shows that the withdrawal was submitted on August 5th.
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4 months ago
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So if the casino cancels the payout again, do I have to wait another 2 weeks? It doesn't really make sense. At a casino where you can't find out anything (!) from support. What documents, etc. they want and the casino always waits 3 working days plus the one where you make the payout before canceling. Should everything be included? Because it's not the player's fault. There's no way of contacting the finance department. And support only writes standard answers. If they cancel again today, I'll wait at least 3 weeks. My account was verified. They only canceled after 5 days because of paysafecard. And now I'm waiting over a week again. How much longer is this going to go on? This casino should lose points just for the lack of support. Plus the far too long payout time. Players are being deceived with the high score
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4 months ago
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You can close it. They canceled it. They say I shouldn't have canceled the bonus. Although it says non-sticky for affiliates. Whatever. I'll never play there again. After 14 days they come up with something like that
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4 months ago
I regret to hear about the issue you're facing. However, I must clarify that we do not handle complaints related to affiliate deals. Our platform solely focuses on mediating issues between players and online casinos. Given that your partnership with the casino involves a legal contract, I would recommend addressing these concerns with legal professionals who specialize in such matters.
