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I have submitted all documents they were approved they sent me an email saying it would be processed shortly. Now they keep saying due to updates they don’t know when it will be completed. I satisfied the play through I just want what is owed to me

Dear mzalicia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify how many days ago was your withdrawal requested and if you’ve accumulated your winnings with or without an active bonus?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I attached the email indicating that my documents were approved. I submitted request on July 2nd. Yes this is my first withdrawal. I did have a bonus but the playthrough was met not to mention now they have locked me out of my account

Update!! The day I submitted my request for payout they are claiming I disputed a $35 charge on my credit card which is a lie so now it is delaying my payout even longer. This is such a load of BS!!!!! They are looking for ways to not pay me. I had $2000 in winnings but could only withdraw $900 due to the max withdrawal

Thank you very much, mzalicia, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matejwho will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I received another email from them today saying because of the chargeback they reserve the right to confiscate my winnings. My bank says this is a merchant initiated credit. As I said before they did it to not have to payout because I’ve done nothing wrong. The bank is sending confirmation that I filed no dispute. This casino is deceptive

Hello mzalicia.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Could you please explain to us what happened?

I sent all documents they requested. I hit a jackpot but could only cash out $900 due to the bonus I used. Once I requested the withdrawal they kept saying it’s being processed then said due to updates all payouts were delayed. Then I received an email from their processor saying they issued a credit of $35 to my card when I asked why they would not respond. Then I called the processor they stated someone would call me in 48 hours never happened. Then the casino sent an email saying they confiscated my winnings because of a chargeback I never requested. This casino should be black listed because they are dishonest. My bank is willing to verify I never submitted any disputes for any deposits

Hi. We are looking into this. As soon as we get answers, we will reply on this post.

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’.

A reply has been sent to the players account. The player is now able to log into the account and request a withdrawal for the winnings minus the $35 that was sent back to your card.

"Update" i received an email today apologizing for any inconvenience caused. I have requested withdrawal which they say will take 24-72 hours. I will respond after that time frame with the results.

"Update" I would like to express my gratitude to Casino Guru my withdrawal was paid out to me today!!!!🎉

Dear mzalicia,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.