Pelican Casino - Se ha retrasado el pago de las ganancias del jugador.

They say that I broke a rule and that's why they confiscated all my earnings.

Ellos dice. Que yo hice falta a una norma y por eso decomisaron toda mi ganancia

Dear jenniferfredericv,

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.

Dear jenniferfredericv, I checked the bonus terms and I found this:

The maximum bet available when wagering a bonus is 5 USD / 5 EUR / 20 PLN, in case of violation of this rule, the bonus and all winnings will be canceled. Buying a bonus and freespins in the slot also counts as a bet. If your bet exceeds this amount, the bonus and winnings will be canceled.

Our position is closely explained in Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is dominika.l@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

I was already playing

my profit

Yo ya estaba jugando

mi ganancia

Dear jenniferfredericv, kindly request the casino to send you the game history in Excel format. Without this information, we cannot proceed further.

I know I'll ask for it

Yo sé lo pediré

I copied it to the email where I requested the information.

La copié en el correo donde pedí la información

You have contacted them. I sent them a request for the document and attached it to your email. They have not responded.

Ustedes se han comunicado con ellos yo mande a pedir el documento y la adjunte a usted al correo no me han respondido

Dear jenniferfredericv, could you confirm whether you’ve received this document from them yet?

Please make sure to request your full game history in Excel format from the casino, specifically showing all gameplay related to the bonus.

Since you asked me, I even attached it to the email, they have not responded to me.

Desde que usted me lo solicitó, incluso la adjunté en el correo nO me han respondido

Besides, in a tournament I came in second place and then they said I came in 11th, but at the last moment I saw that I was always second.

Aparte en un torneo quede en segundo lugar y después salieron con que quede en el 11 viendo yo en el último momento que siempre estuve segundo

Dear jenniferfredericv, have you received any response from the casino? Do you have any updates?

Nothing, they didn't respond to the email.

Nada no respondieron el correo

Dear jenniferfredericv, have you tried contacting the casino again via live chat?

Have you tried sending the email again to the casino, this time clearly explaining that you want to see exactly when and how you broke the max bet rule while you had an active bonus?

And one more thing—are you able to access your game history directly from your casino account? Some sites allow players to see their full betting history there. If you can, it might help to check what bets you placed while the bonus was active.

Nothing and the page has no game history, only bonus and deposits

Nada y en la página no tiene historial de juego solo de bono y depósitos

Thank you very much, jenniferfredericv, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, jenniferfredericv!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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.

I don't think they care xD

No creo que les importe xD

Hello everyone,

We have sent the email with all details to pavel.k@casino.guru. Please, check email box.

Best regards,

Pelican Casino

Hello jenniferfredericv,

We have received proof from the casino that you have breached maximum bet restriction multiple times while playing with the bonus. Do you have any explanation for it?

I haven't received any email

No he recibido ningún correo

I am not talking about any e-mail. I have received proof from the casino that you have breached maximum bet restriction multiple times while playing with the bonus. Can you explain it?

How about the bonus? I only played one bonus.

Como con el bono? Si solo jugué un bono

Yes, you have played with a bonus and breached the maximum bet restriction while playing with it.

What's that?

Que es eso?

All right, as I can see, there is no dialogue can be built. Since we have proof of your breach of maximum bet restriction, I believe I must reject the complaint now. Please, keep attention to your bet amounts in the future.

Respectfully,

Pavel K

Casino Guru Team