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I am filing a formal complaint against Casino Prestige regarding the unfair withholding of my legitimate winnings totaling £530.00, serial cancellation of my withdrawal requests, and a complete failure to process my payments.

My user account was 100% verified, and all my identity documents were officially "Approved" in their system. Despite this, the merchant systematically rejected my financial claims. They repeatedly cancelled my payout requests visible in my account history from the following dates: 7th July, 11th July, and 14th July 2026. This directly violates Section 4.26 of their own Terms and Conditions, which explicitly guarantees a 48-hour processing time after full verification.

Furthermore, after the casino retroactively backdated and cancelled my previous attempts on 18th July to force the balance back to virtual funds, I initiated a brand new withdrawal request on the 6th of August 2026. As of today, 14th of August 2026, this withdrawal has been stuck in "Pending" status for over 8 full days without any explanation or processing. The casino is completely ignoring my requests.

The casino has consistently implemented highly predatory tactics, demanding artificial turnover requirements on my cash balance, locking my user portal, and redirecting me exclusively to cryptocurrency deposit screens. They also abruptly sent a redundant email demanding a new Proof of Address, claiming my files were suddenly "outdated"—a textbook stalling mechanism introduced exclusively because I challenged their delays.

I declare that the £530.00 forced into this perpetual "Pending" loop remains completely untouched. I request Casino Guru to investigate this predatory behavior, review the long-standing "Pending" status from 6th August, and assist me in forcing Casino Prestige to release my full winnings of £530.00.

Yours sincerely,

[redacted]

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Dear piotrk1977,

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

Dear piotrk1977,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear piotrk1977,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean