Savanna Wins Casino - El jugador aún no ha recibido las ganancias.

I have been trying to withdraw my winnings for over a week now, Friday the 13th submitted withdrawal request Monday 16th withdrawal request approved put bank details in and then my money was back in my savanna wins account and withdrawal cancelled. Contacted support via live chat was told it was my fault as bank details were incorrect ( I know they were not) before I could query further chat was shut down. Started chat again and was told it was a technical issue. So I put withdrawal request through again on the 13th on the 17th it had been approved and once again put bank details in triple checking, once again money went back into my player account. Contacted support and was told this time it was a problem with my withdrawal option and I should try withdrawing with crypto or visa. My cancelled withdrawal was done through visa. They then said put it back through and they would approve withdrawal immediately, then closed chat on me again. I put the withdrawal through and 2 days later still not approved. Have tried emailing but they appear to have blocked my email address so not sure what else to do

Dear lorwhit1977,

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

After looking into their master licence it appears their claim they are a licensed casino is fraudulent the case here is I’m not going to get my winnings

Dear lorwhit1977,

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.

Still no funds received it has been sat back in pending for another week my account was verified weeks ago, it seems they do not want to pay out without any reason as to why

Thank you lorwhit1977 for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you lorwhit1977 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Savanna Wins Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

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 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,

Peter