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When trying to request withdrawal it will accept and then be returned for this reason: Transaction was declined for unspecified reasons. Please try again with an alternative payment method or contact Support for assistance. When contacting support to find out if I’ve put my bank details correctly they refuse to help and tell me it’s in process. Finally had support who stated I’d enter info wrong after having to harass them every day. I fixed it up and requested again and keep having same issue. My account is verified and then was asked to provide bank statements (prob from having multiple withdrawal attempts trying to get details correct) bank statements were approved. Have now been told that my case has been sent to appropriate team and to message them a few hours later. When messaging again later they have said that they are working on my withdrawal and they will now contact me via email. I feel like they wouldn’t provide any help at all at first and keep fobbing me off each time. You have to constantly harass them and it’s impossible to get a straight answer. The only communication I’ve gotten to my email is to verify my email, one transcript of my chat even tho I’ve requested several and an email in another language which I think is something to do with verifying my bank statements. I think they just keep screwing you around until you give up.

Dear Pixibell,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

The withdrawal keeps being cancelled tho and the money keeps being sent back to my casino account. So I keep having to request to withdraw again each day and wait 24 hours for it to be returned each time and get no communication as to why.

Have requested to withdraw funds again and this time I have received an email stating:

We would like to provide you with an update on the status of your withdrawal request. Currently, it is in a pending status and may take up to 24 hours to get approved. While we strive to process such requests swiftly, there are instances when higher transaction volumes may cause a delay in the processing time.

To keep track of the status of your withdrawal, you can check it through the following options:

- Transaction History

- Pending Withdrawals Section

Thank you for your patience and understanding as we work to complete your withdrawal request. If you have any further questions or require assistance, please do not hesitate to reach out to our customer support team.

Also contacted my bank to make sure I was providing the casino with the correct information for an international bank transfer. My problem isn’t waiting to withdraw I am aware these things take time my problem is that I will request to withdraw funds my request will be accepted the casino will perform checks and then 24 hours later it will be cancelled and the money will be back sitting in my casino account (5 consecutive days in a row mind you with no communication from them) and when trying to contact support to ask why they can’t or won’t even tell you why or what you can do to rectify the issue! They were even telling me your withdrawal is being processed just wait when it’s clearly been rejected and cancelled and the money is back the casino. I think they deliberately refuse to help so they dont have to payout. They ignore your questions and keep palming you off. They were rude and would not even answer me when I would ask them if I’d given my bank info wrongly etc until I started requesting transcripts of their chats. They are the worst for customer support. I’ve had support from other casinos whom may take a day or two between responses but at least tell you why they have cancelled your request.

Dear Pixibell, just to confirm—do I understand correctly that this time your withdrawal request was finally accepted and is currently in a pending status, without being immediately canceled like before?

I’m not sure It’s not immediate as per screenshot, they accept the withdrawal then it’s pending casino approval which takes 24 hours then it will be cancelled by the payment system and returned to casino account. They spoke with me today and said it was because I needed to verify even tho I was already verified so I provided bank statements and they said is now verified. There was no option to verify with bank statements before I’d had 3 withdraw attempts returned tho. So will see if this one will go through or not.

I won’t find out until tomorrow morning sometime I guess. I’m not very hopeful tho. My friend who told me about the casino is having the same thing happen to them when trying to withdraw. They verified when requested to withdraw and tried 3 times to get their money but gave up after that and used it all back on the casino.

Dear Pixibell, could you please confirm whether your most recent withdrawal request has already been canceled again, or is it still pending at this time?

It’s been cancelled again

Dear Pixibell, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Have you contacted the casino to check whether there is anything else needed from your side regarding verification?

Could you please share your communication with the casino regarding the canceled withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Hi, I contacted them multiple times to find out if the bank info I gave was correct for bank transfer and they kept telling me

to try again I tried multiple ways finally got someone who told me they had escalated my issue and to try again with just bsb and account (didn’t require swift code etc) so tried again and it worked this time. (even tho It was cancelled multiple times previously with same info) Thanks for your help. Their customer support is shocking and give you the run around and are very difficult to get a straight answer from will def not use again. But at least sorted was about to give up.

Dear Pixibell, thank you for the information provided. Have you received the money?

Yes I have received it now

Dear Pixibell,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru