Pelican Casino - Igračev račun je zatvoren nakon pokušaja povlačenja sredstava.

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Dear mannydabz,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you accumulate your winnings by playing casino games, sports betting, or both?
• Did Casino communicate with you the reason of blocking your account?
• Had you completed KYC verification before you lost access to the account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I verified and even received a withdrawal of 50$ after making a deposit. I was then told I had too many bonus spins on the 27th. And after I cashed out they said they temporarily restricted me from using promo bonuses. I continued making deposits and continued playing. Then two days ago on the 1st I won over 2,000. I requested a cash out. They tell me daily withdrawal limit is 1000. I then make a withdrawal request of 1000. The first withdrawal was sent to me within a couple hours. But the 1000$ withdrawal was delayed. I stayed in contact with customer support and they kept saying to wait 24hrs. I thought ok it's a larger sum of money maybe that's why. Then 24 hrs came and withdrawal still pending. So I make a second withdrawal of 1000. And these winings were not tied to any promo or bonus. 24hrs pass and they tell me "hang tight" that it is being processed and should get it soon. And then I see they rejected my withdrawal requests and the money was returned onto my account as withdrawable cash. And I make request for 1000? And gets denied again but funds returned to my players account. Then I was forcibly logged out and blocked from logging back on. Then they ignored emails. I have the Bitcoin transaction receipt from when they sent me the withdrawal of 50$ and I have the Litecoin deposits from me to them. The 1000 request I made using same Bitcoin address they sent me the 50$.

Dear mannydabz,

Thank you very much for your detailed reply.

I would still like to clarify a few points from my previous message:

• Did you accumulate the disputed winnings by playing casino games, sports betting, or both?
• Has the casino provided you with any reason or explanation for blocking your account?
• Additionally, could you please confirm whether the full disputed amount of $2,377.33 was still in your casino account when you lost access, or whether any part of this amount was still pending as a withdrawal?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear mannydabz,

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.

I played slots. They have 1000 daily limit. I made a withdrawal request for 1000. After 24 hrs I put second request for another 1000. And I I had the 300+ on my account. I had two pending withdrawals. But right before I lost access. I noticed they rejected withdrawal. And the money went back to my balance which still said available for withdrawal.

Dear mannydabz,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Martin L., (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello mannydabz,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Pelican Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account blocked and withdrawals frozen?

Thank you in advance for providing us with your view of the issue.

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.

Thank you Martin for your help. I hope to get a response from pelican in regards to this. My intention with this complaint is to be treated fairly by pelican. 🙏🏽

Dear mannydabz,

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as "unresolved".

Usually, in order to reach any kind of agreement, all three parties—the player, the casino, and the mediator—need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to resolve this issue.

Sadly, I couldn't be of more help, but please bear in mind that closing this complaint as unresolved will negatively influence the casino's rating, and other players will be able to read about your experience in our review.

The casino can request that this complaint be reopened at any time.

According to the casino’s policy, once you receive its formal final response, you may refer your monetary dispute to an independent ADR provider. However, the policy does not specify which ADR provider the casino recognizes, so I recommend asking the casino for its name and submission details.

I am sorry I could not be of further help.

Best regards,

Martin