Savanna Wins Casino - Proces povlačenja igrača je odložen.

I withdraw on https://savannawins.online I was originally told 7-21 working days, so I waited, but even to now this is still showing as a pending withdraw- I have been onto live chat several times who just say they will email the finance team- I struggled to find any kind of other contact method but after searching found this email address support@casinoempire.com. So I emailed to which they replied there are some delays and allow more time- That was on the 15th April. So I left it for a little longer- then responded to the email asking for their complaints procedure and who I need to send this to- they ignored that email, so I went onto live chat to ask them, and they just said they will push for a reply to my email with this information- I have now sent another email advising I want to make an official complaint and how to go about this, and asked if they could not help me with a complaint to give me their ADR provider. But I am not very optimistic on them replying to this, and would like some advise about what to do going forward. They was happy to take my £20.00 and I met all wagering I needed to. Any help you can give me will be appreciated.

Dear sazzybella,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hi thank you for replying. I have not made a withdrawal off the website before. I have passed kyc it shows I have passed verification after uploading my passport. They have however not asked for any proof of address but when you withdraw it does say that if they need any more verification they will send an email to request this. I did have a bonus which I met all the wagering requirements to be able to withdraw.

thank you

Sarah

I have just gone onto live chat once again and this is how the chat went

Kyle

We will do everything in our power to finish your withdrawal as soon as possible. Once again sorry for delay.

Me

ok thank you, if this does not get processed soon can you please tell me where I would log a formal complaint as this is not detailed on your website?

Kyle

Sorry for the delay, this is something that we don't want our clients to experience.

Our financial department will be informed about your case and this will be resolved soon.

And then they just closed the chat down on me- I do have this all on screen shots. But just totally overlooked the question.

Thank you for your reply, sazzybella. Could you please advise us on the current status of your withdrawal request? Is it still marked as pending in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I have attached both screen shots but will also send these with other correspondence via email. as they don't look clear in this attachment.

Thank you very much, sazzybella, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear sazzybella,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Savanna Wins Casino representative to join this conversation.

Dear Savanna Wins Casino,

Could you please clarify, why the player's withdrawals haven't been paid out yet?

Thank you in advance,

Mirka

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.

Dear sazzybella,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka Dubasova