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Casino was meant to pay my withdrawal of 1600 and 200 aud the payment has not arrived I received nothing but lies from them them saying i should of wrote my details more clearly which I showed proof i sent them my offical bank statement with acc and bsb clearly written then they they said send a statement through from the 1st of may and which I did and now they are just saying they can’t do anything? I spent thousands here I just want my money they just won’t help or care I’ve shown proof I never received payment and proof my bsb was forgotten by whoever put the payment thru that is needed for me to receive it!!!!! Why will they not resend how can I get my money . 2 withdrawals not received I have been scammed I rang my bank they said they need to dispute the transaction on there end if they claim to of payed I never have any problem with this casino payments are normally made 2 days and this time 2 payments have not come someone has not put thru my payment bsb and account shld of been submitted and swift.

Dear dobang72,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Do I understand correctly that your withdrawals have been processed but never reached you? Have you received the transaction tracking number from the casino? Could you please advise how many days ago you requested the withdrawals?

Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

However, 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,

Petronela

Hello

It normally takes 2 days from that casino but I needed to resend my details this time for some reason and in chat I realised that they hadn't added my BSB even though I had sent it clearly my bank asked them to provide tracking too they said they could not provide me that only that payment confirmation and the bank has even said that doesn't mean anything they need to provide tracking I will forward my emails and proof is there any way I can forward my emails to them informing them my bank request the tracking so we could see what is going on with the payment . I have photos and transcripts of everything

Thank you very much, dobang72, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you dobang72 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino4u for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hi, as I see all your payouts were sent. If some of the withdrawal data was wrong, money will be refunded to your player's account in 10-20 days after the payout was processed. If all data is correct, usually money is arriving in 5 business days. In rear cases, it can be delayed to 7-10 days. May has a lot of holidays. I suggest you wait until the withdrawal would arrive. After approval on our side, everything depends on the payment processor. You cannot cancel the withdrawal or influence in any way on its processing speed.

Dear Casino4u, Thank you very much for the update. We will keep this complaint open until dobang72 confirms their withdrawal has been successful. Please keep me informed about any further developments.

Hello problem has been resolved I received both withdrawals yesterday from the casino I am sure the BSB was not added . Thankyou very much for helping me with this issue .

Thankyou casino4u for taking time to help and resolve my problem

Dear dobang72,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter