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Withdrawal made 5th June. Approved in 9th June. But have still not recieved funds.

The casino have said it has been paid but my bank is saying there is no record of this payment.

The casino provided a SRN Number and said the bank can track it through that and guess what my bank is saying they cannot.

Now fed up and wondering where to go from here.

I have had previous withdrawals go in before within 4-5 hours from this casino.

I feel I am being fobbed off by the casino and there is no record at my bank of this payment being made.

I hope you help!

Thanks in advance.

Dear trevor23,

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 trevor23,

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.

Good Afternoon

I have had a reply now after the casino blaming my bank for nearly two weeks saying it was them having the issue but now they are saying it is them that's having the issue and will be updated when they have an update.

I am amazed at the lack of info, no help and the constant blame game ( blantant lies) by the casino its appalling. My bank are now looking into this due to misleading information provided by the casino as my bank are now concerned!

It is now the 19/06/25 and still not recieved any money or reply to my emails.

If I do not recieve the withdrawal by 27/06/25 I will be rasing a dispute with there license authority

By the way. Account is fully verified.

Dear trevor23, in order to better assist you, could you please provide us with the following:

1. A copy or screenshot of your recent communication with your bank.
2. A copy or screenshot of your communication with the casino, especially where they acknowledge that the issue is on their end.

Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Good Morning

Unfortunately I am unable to screenshot from banking app due to security.

I have attached what the bank have asked for as they have no payment going into my bank. I have also attached the email from th casino stating it is my bank at fault which they stronlgy deny. Also the casino are refusing too give me the details the bank have requested

Dear trevor23, just to clarify: has the casino acknowledged that the issue lies on their end, or are they still maintaining that the problem is with your bank?

They are now saying that they are at fault. I have sent emails but had no reply as the bank still require the infomation needed as it is still showing no payment has been made even thou the casino are saying it has

Dear trevor23, could you please confirm if the casino has given you an approximate timeframe for when you can expect an update regarding the resolution of the issue?

Good Afternoon

I have been talking to the chat today and no there is no update or when it will paid. They are support agents but cannot offer any support regarding withdrawals as it is out of the hands apparently so just been told be patient which is abit of an insult as I have waited enough already

Dear trevor23, could you please provide a screenshot of your withdrawal history from your casino account?

Additionally, if you have a recent message from the casino where they admit the issue is on their side (either from email or live chat), we would appreciate it if you could share that as well. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Good Afternoon

It seems like the plot thickens even more as now my withdrawal has gone from completed to pending ( as I have the option to cancel the withdrawal) so yet again clearly lying saying its been paid as if this was the case I would not be able to cancel it.

Well belive it or not the have cancelled my withdrawal and put the money bank in my casino account. What makes this even better is they have taken the chat option off my account so I can longer talk to support agents. What a sham this casino is. Surprised that the casino has a high safety rating.

Dear trevor23, are you able to request a new withdrawal of those funds, or did they confiscate the money from your account?

I can resubmit the withdrawal. What a sham this is. Being told its been paid for 2 weeks and then they cancel it and put the money back in my casino account. I would stronley look at rectifying the safety rating on your website as this casino is a joke

Dear trevor23, since you mentioned you can resubmit the withdrawal, I’d recommend doing so as soon as possible. Once you’ve made the new withdrawal request, please let me know right away so I can assist you further if needed.

Good Afternoon

Withdrawal has been re submitted. I will keep you updated.

Dear trevor23, could you please provide an update on whether the withdrawal is still pending?

Good Afternoon

No change still showing as pending.

Dear trevor23, thank you for the update. Please let me know if anything changes with the status of your withdrawal.

Update: Money was recieved today

Dear trevor23,

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