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My winning was $10,565 over but pay out cash was $2500 . The casino didn't process my withdraw

Dear pepperchili,

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

Thank you for your response. Account was verified via live scan .

Dear pepperchili,

Have you received your withdrawal from the casino yet?

No, i still haven’t receive the money. They asked for more verification of address and bank statement. I sent it back to them more than 10 days ago. I contacted the customer and asked for the ipso. They said that they deposited to my bank on May 20th . still the funds is not available in my bank account yet.

Edited No, I still haven't received the money. They asked for additional verification of my address and bank statement. I sent it back over 10 days ago. I contacted the customer service support. They informed and assured that they sent it to my bank on May 20th. However, the funds are still not available in my bank account.

Thank you for your reply, pepperchili. Have you made any successful withdrawals before? Did you accumulate your winnings with or without an active bonus?

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

This is my first time withdrawing. I started with my own money and the bonus and then my winning reached to over $10,565. The maximum limit to withdrawal is $2500 which I made first withdrawal and they wiped out the rest of money. I can’t reach to any of customer services now since they confirm me they sent the money to my bank on May 20th . I have been waiting and still didn’t receive my money. In the casino account, it doesn’t say any of pending or processed.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I received the payment . Thank you

Dear pepperchili,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru