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I played with a bonus and wagered the lot and was left with $1050 to withdraw on the 22nd of this month but has been cancelled multiple times by the online casino. chat agents also giving ridiculous excuses from bank transfer issues which I corrected, now 4 days later I’ve been told from another agent it’s a wagering issue and the funds can’t be released.

Dear Staceyb,

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.

I am fully verified my documents all approved the issue I have is my withdrawal keeps getting cancelled and support agents giving me different excuses to bank method issue and now a wagering issue which I successfully wagered and finished and was left with my winnings. When I asked for proof of this supposed hidden wagering requirement I am meant to successfully finish the chat agent responded with the relevant department team will look into my withdrawal again I do have screenshots of the conversations

I have now tried to withdraw 1550 as I won the extra 500 still the same keeps getting cancelled now the excuse is I have not provided evidence of my bank card which I have and was accepted and approved

so I uploaded my front and back of my bank card which was both approved and verified chat agent said I shouldn’t have any issues now with withdrawal but we will see as it’s still pending and waiting for approval from department I’m not hopeful and feel it’s going to get cancelled again and another excuse

Dear Staceyb,

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.

I recieved the withdrawal after so many excuses until I said I made a official complaint suddenly it appear in my account matter has been solved thanks

Dear Staceyb, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru